Streamline Your Dispatch Process And Reduce Your Entitlement Time

Due to divestiture, a product manufacturer needed to sunset a contact center while still supporting the products built by the divested department. Furthermore, this contact center was link with the remaining manufacturing systems, creating difficulties in separating the systems. The database used by the divested contact center was vital in supporting the manufacturing systems and end-user community, and needed to be cloned in order to maintain service levels. After closer inspection, CSDP ascertained that 10 databases needed to be cloned.

CSDP customized an SRM © solution for the company's existing contact center that maintained the vital functionalities of the divested contact center, and allowed business processes to remain uninterrupted. In addition, CSDP cloned the 10 databases required to maintain the manufacturing systems as well integrating them into the SRM © contact center solutions. The database cloning required one month of dedicated work, and after this CSDP was able to automate the client's call receive process and provide additional business process automation.

As a result of this project, the client was able to maintain a seamless support of the divested products. In addition, support for the client's existing customer base was provided faster and more efficiently. The SRM © solution streamlined the dispatch process and reduced the receive call/entitlement process from 5.5 to 2.5 minutes. As a result of increased efficiency, customer service satisfaction increased by 2 points and the profit margin improved by 15%.