I-Fusion has redesigned its business processes to improve its service capabilities to its customers by integrating various systems into the core Call Centre software. Further improvements include the development of a web interface that allows call logging and updating from anywhere in the world. The new business processes have been customised into the recently released HEAT 8 service management software from Frontrange Solutions.
I-Fusion utilised an expert business process consultant to facilitate and drive the re-engineering project. Management, users and engineers formed part of the project team to ensure input and expertise from a wide base. With a three-tier service offering through the use of remote software tools, customers will have their calls resolved at the first port of call, eliminating the necessity to wait for engineers to contact them.
Built in history functions and an advanced root cause analysis will enable I-Fusion to provide customers with value-add recommendations. Utilising new reporting abilities, I-Fusion will be able to feed back to customers in the format they require with the information they require.
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