Affinity Logic, a Wooltru/Datatec joint venture company, has implemented Ixchange`s HEAT Call Centre Management system to enable it to better manage and measure its service levels.
Affinity Logic, once the IT department of Massmart, was spun off into a separate company in order to consolidate and synergise Massmart`s IT support. It employs approximately 600 staff and supports the IT implementations at Dion, Makro and CNA.
Diane Hoffman, call centre manager for Affinity Logic says the company decided on a move to HEAT because it needed to move away from a helpdesk solution which simply logged calls, to a full call centre providing managed first line support.
"Affinity Logic needed to establish and manage the service level agreements (SLA) with their customers as well as provide an on-line support facility," says Hoffman. "The driving motivator was that we needed to be able to measure and manage our performance to ensure that we meet our contractual obligations, and our previous software could not assist in the management task."
Hoffman adds that the company decided on HEAT because of its ease of installation, customisation and maintenance. "After installation we could customise the system to meet our specific requirements. Ixchange has made it a simple procedure that can be performed without needing to get the vendor involved. Training new staff to use the system is also a simple one-day procedure, cutting down on valuable time that could be used to support the customers."
Another benefit was the modular structure of the product that allows users to start with the base system and upgrade as necessary by adding new HEAT modules, which, Hoffman says are also easy to install, configure and maintain. Affinity Logic will be adding the Asset Management Module as well as enabling Web Access.
"The Web module is especially important to us as it can allow external vendors to access the system for specific updates and assistance from a Web browser without needing to buy a license," says Hoffman.
HEAT has approximately 250 standard reports as well as the facility to design and customise business specific reports. With HEAT, Hoffman says Affinity Logic has the infrastructure in place to be able to take on the task of providing IT support to other retail-based customers, either from within or external to the group.
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