ConfirmOnline CRM
Aummary, the acquisition of multiple significant telecom firms throughout the United States resulted in the formation of a massive organization. To handle 50+ million clients throughout the United States, each of the acquired firms used a distinct CRM, contact center, processes, and ERP system. Due to a lack of uniformity, consistency, and, most crucially, data, the organization was unable to efficiently manage workload and resources, nor gauge job quality.
The Solution: Two steps were decided to be undertaken right away. Create a virtual Graphical User Interface in the first phase that complained all data points collected from all various CRM systems in service and organized by different tabs that are designed to match the look of all local CRM interfaces, to be automatically selected based on the profile/location of agents to ensure no visual change to their current work environment. The new interface connected directly with the backend databases and served as case management middleware. Meanwhile, a new standardized, simple, and user-friendly backend database was constructed to move data from all present in-service databases, and a new tab with a new interface was established. A pilot team was chosen to be taught the new standardized interface, training was planned, and once finished throughout the enterprise, the new interface became the default and was delivered to all agents (10,000+). Because of the software development team's significant expertise, a made all data transfer activities data transfer activities were successful. Checkpoints for record validation were developed, and a standardized score carding system was built to offer each department, agent, and executive profile-based controlled access. The AVAR might also link to a virtual ACD system where, when a customer call is received, a number search is triggered to bring up the customer profile and transmit it as an Open new/existing open Case to the specialized agent computer screen while the call is routed to the same agent. All old CRM systems were consolidated and eliminated by the system, creating a one-stop shop for all customer-related concerns. Within three months after its first deployment, the new system demonstrated 40 percent higher productivity, avoided the expense of licensing 10K+ EULAs, and delivered cost savings of verified 21.6 million dollars per year. Once the system was built, many new data product efforts were launched as data became accessible as crude oil that could be refined into an infinite stream of knowledge.
