Customer Profile
High-tech Contact Center
Problem:
A rapidly growing publicly traded high-tech company had inherited several issues through their acquisitions and aging systems. The internal contact center had two separate systems for supporting their customers. Contact center agents were challenged by being unable to:
- Track assets.
- Quickly access information and status on issues
- Get visibility into high priority issues
- Identify re-occurring problems.
In addition, the multiple systems contained duplicate information that was typically out-of-sync with one another.
Solution:
SynerG's business mashup solution was implemented enabling the contact center to easily and quickly integrate disparate information from multiple applications across the enterprise into a single application. Contact center agents benefited immediately with a single application that had a consistent and updated user interface. Agents could now see a universal view of a customer including billing, order management, shipping and CRM information.
The initial implementation was complete in 4 weeks and deployed to all users in 7 weeks. The SynerG business mashup solution gave users the ability to both view and update the information, it mapped data that previously was not available in the line-of-business applications, and it gave users a quick way to correct redundant and outdated information.
Result:
Users now have a single application to work with. They were able to get relevant information to process a request quickly.
SynerG Implementation Timeline
Unlike traditional integration implementations, our focus is to:
- Work with you to leverage your existing interfaces.
- Consume your data as is without any complex transformations or duplication of data.
- Deliver an initial solution that you can roll-out into production within 3 months.
We work with you to define a phased roll-out beginning with a focused implementation to meet the needs of a specific user community and then deploy at a larger scale over time. The step-by-step approach mitigates business risk and ensures you start reaping ROI immediately.