Problem: Transition from brick-and-mortar to Internet model with need to clarify organizational mission, define and implement processes satisfaction.

Solution: Assisted in the selection of CRM (Clarify) and Telephony hardware and software (Interactive Intelligence) to create a web enabled contact center.  This Webcenter included webchat, VoIP, multimedia and skills based routing. 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.

We introduced a management system which included 7 components, consisting of Expert Behavior Models, Barrier Removal, Continuous Improvement Meetings and other effective management practices.

Results: Fully-functional customer contact center implemented on time for site launch.  Shortly after site launch, client decided to modify its business model to become an Application Services Provider rather than a B2C financial services site.