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May 21, 2007
T-Com Puts Customers First With Microsoft Customer Care
Framework
NICE, France — May 22, 2007 — Today at
TeleManagement World ’07, Microsoft Corp. announced that T-Com, Croatia’s
leading provider of fixed line, Internet and wireless communications
services, has implemented Microsoft® Customer Care Framework (CCF) to
improve performance across its contact centers. Based on Microsoft
.NET technology, CCF has enabled T-Com to consolidate different
systems, processes and applications into one common customer care
platform, enabling call center agents to access all customer
data through a single view. T-Com has achieved significant
results in processing inbound calls, bringing the average time
taken to capture customer details from three minutes to
less than one minute. Additional benefits include more rapid
service activation and improved productivity from call center agents.
With 10 applications running across hundreds of call center
desktops, T-Com was experiencing customer service issues, specifically the
long time it took to satisfy customer requests and
the high potential for error when setting up new
customer accounts. This was especially true for DSL accounts,
which required two people to manually enter data into
different applications that needed to be reconfigurable to adapt
to changing customer needs.
Using CCF, call center agents can
now access a single interface and make rapid changes
to service provisioning across multiple applications, significantly reducing both
customer waiting times for service activation and data entry
errors.
“Our vision was to implement a solution that improved
the operational efficiency of our agents while providing customers
with the best possible customer care experience,” said Davor
Maric, assistant director for customer care services at T-Com.
“By unifying applications within one interface, we have brought
customer response times down to less than a minute
and increased our ability to cross-sell new services thanks
to our agents having a 360-degree view of customer
accounts.”
Where agents previously logged into multiple applications using different
passwords, access is now provided through a single screen,
reducing complexity on desktops while providing a unified view
of the customer. Agent-to-agent and agent-to-customer instant messaging now
provides enhanced communication capabilities, while integration with a fax
channel (used for DSL orders) has reduced the need
to manually enter data from forms.
Through a single user
interface, contact center staff can now access full historical
data for customer accounts, enabling them to promote new
services in a personalized manner. By deploying CCF, T-Com
has also created a more enjoyable and productive working
environment for its employees, giving them the tools to
be more proactive with sales opportunities and making routine
tasks effortless and more intuitive. Training has also been
streamlined, with new staff now requiring minimal training on
the new system.
“Today, carriers need to solve the issue
of growing their revenue by developing new services while
keeping a watchful eye on their bottom line —
but without sacrificing the customer experience. Add to that
intense competition, and customer service becomes a key battleground,”
said Michael O’Hara, general manager for the Communications Sector
at Microsoft. “Our CCF solution allows carriers to win
these battles by deploying new services that are underpinned
by powerful yet easy-to-manage customer care, billing and service
provision solutions.”
With phase one of the implementation nearly
complete, T-Com is now looking to launch new customer
service channels, such as a self-service portal, which can
be managed using CCF. This way, T-Com will continue
to enhance its subscriber experience, provide agents with more
information to support sales opportunities and improve workflows.
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