ECE204 SERCOMTEL Delivers Velocity and Accuracy in Customer Care Services (2014)

Orlando Miguel Vivan  January 29 2014 04:30:00 PM

As a telecommunication services provider, SERCOMTEL was looking for an integrated and collaborative platform to centralize all the content and knowledge that the call center area needs to deliver for final customers. Most than access right information, it needed to happen with velocity and assertiveness. During the IBM Connections adoption, the methodology to organize content had be considered as differentiation combined with strong search features (by title, tags, content, etc.). Both characteristics are a big goal of this project. The platform called "Help Online" has a zero complaint score, and 70 percent of 2,000 consults a day works through IBM Connections with agility and accuracy to delivery final customer answers.