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Customer Service Automation

The customer
Client is a pioneer in IP Telephony and online transactional banking which offers a complete line of communications services and products, including local service, long distance, Internet access, web hosting and telephone equipment. The focus is to offer efficient and effective communication and customer services to both business and residential customers throughout Indiana, Kentucky, Tennessee and Ohio.

The challenge
Customer Service department of Clients was handling all the customer queries through paper forms. All the information was bundled up and put together in folders and managed on personal preferences of the customer service executives. This resulted in continual search for information, which was very tedious and resulted in huge number of dissatisfied customers.

Client wanted
.: A comprehensive and exhaustive Customer Service automation process to be defined and implemented.
.: Improve the productivity across the Customer Service department.
.: Provide wide range of information, including customer information, technical data, and notes on the specific service issue.
.: Provide easy access to customer information.

The Solution
SAAHI analyzed, developed and implemented a web-based solution for filling the customer requests online. This solution streamlined the process and decreased the turn around time of servicing the customer requests and improved the productivity of Customer Service department.

1 Efficient, flexible, cost-effective solution to meet Customer Service department needs.
2 Streamlined Customer Service process.
3 Improved the productivity and customer satisfaction drastically.
4 Information was easily accessible and this improved the quality of service by Cinergy.
5 Significant cost benefits accrued through usage of onsite/offshore delivery model.

Technology Used
Oracle8.0 , PERL5.0 , VB Script, Java Script, HTML
Platform : Unix
Content Management || BCBSMo Website or MyBluePlan (IBT) Maintenance || Medical Management || Standard Reporting Package (SRP) || Datawarehousing || Oracle Applications R11i Implementation || Customer Access Billing Specification || Customer Service Automation || MIS department Automation || Product Catalog
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