Problem: Launch state-of-the-art Customer Care center as key element in portal’s support organization.
Solution: Evaluated Customer Care requirements and assisted in the selection of eCRM, eMail, Chat, and Knowledge Base technologies and outsource and ASP vendors to create a web enabled contact center.
eProcesses created all process flows, workflows, and included the creation of all software training (leader lead as well as CBT) for Clarify and Interactive Intelligence. eProcesses introduced a system of management which included: Expert Behavior Models, Barrier Removal, Continuous Improvement Meetings, fully-integrated training and other effective management practices.
Results: Customer Care center solution implemented on time and under budget that enables efficient customer interactions with escalation and clear documentation of those interactions, scalable and changeable processes and technology solutions, multiple communication channels, and multi-site, multi-product line support.