To ensure consistent capacity and uptime of its call centre services, Care Assist has installed Intel server solutions from Computer Configurations (CC), a CCH company.
The server forms the core of Care Assist`s call centre system. It will be used for mail and printing services, and the company`s intranet. This is the third server Care Assist has acquired from CC, and it will support the increased growth in the company`s call centre operations.
Care Assist, launched five years ago, is a subsidiary of the Trustee Board Group. The company provides several professional telephonic advice and assistance services to large corporations, to the medical aid and short-term insurance industries, and to the consumer market. Care Assist`s major corporate clients include Santam, SA Eagle, Glenrand/MIB, Transmed, Pick `n Pay and MTN.
The company has four call centres which, according to Juliet Gillies, Care Assist`s marketing communications manager, "cannot afford to be down for one minute."
The advice and assistance centre provides the man on the street with telephonic access to attorneys, tax specialists and experienced operators who can make decisions in emergency situations, 24-hours a day. Another has qualified nurses on-line 24 hours a day to assist callers with any medical inquiry or emergency and can provide counselling, health knowledge and assessment of symptoms. "This service provides information, advice and assistance, enabling people to make informed decisions," Gillies says. The third service is involved in sales and servicing of insurance products, and the fourth is a call centre outsourcing facility. Companies can hire out inbound or outbound campaigns or projects requiring PCs and telephones, for example, answering services, data verification and marketing services. Gillies says the company has shown between 20% and 40% growth over the past year in terms of staff, product range and turnover. "Where there is an opening in the market, we endeavour to cater for specific needs by providing new specialist services."
Care Assist`s consultant IT manager, Evan Fraser, says the Intel server gives the company immediate capacity for its current needs and for its anticipated needs over the next 24 months. "It also allows us to upgrade by adding more hard drives, memory and processors in the future. Other benefits are its reliability and expandability, plus it`s a fully redundant server. "Then there is the quality of service we receive from CC, which has an excellent support program," adds Fraser. "When fire destroyed our database server a year ago CC installed and activated a new system in just three days."
"Care Assist and CC have developed a close working relationship where we have been able to respond quickly to crises as well as their on-going needs," says CC sales director Jim Jeffrey. "When a company delivers a critical service such as that offered by Care Assist, only the best levels of service and support will suffice."
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