Prompted by its international partner, Tattersalls, National Lottery operator Uthingo has selected Lotus Notes and Domino to host its retailer database, training booking and helpdesk applications.
According to David Ramasodi, senior analyst/programmer at Uthingo, Lotus was initially deployed for the retailer database that hosts all data pertaining to retailers, and from which Uthingo manages and tracks all information related to its retailers. Before bringing a retailer onboard, Uthingo must first determine whether he is close enough to a VSAT base station to receive coverage.
"We make use of satellite and radio communications technology as it is more reliable than using land lines. Using geo-coding, we can easily ascertain whether a retailer is located too far from the nearest base station to receive adequate coverage - saving ourselves valuable time," elaborates Ramasodi.
Tracking procedures developed by Uthingo allow them to track the number of satellite dishes in an area, how many retailers are currently connected and the distance to the nearest base station. "Uthingo staff has access to information such as shop-fitting detail, service calls and the number of machines deployed in a region," he adds.
Thari Consulting was responsible for generating reports and designing views for installations companies to export to Microsoft Access. Jay Pather, MD of Thari Consulting, says this allows updated information to be readily available to authorised staff members.
Retailer Training is another area where Lotus technology is employed, utilising the tracking applications developed in Notes. Lotus Domino workflow allows for the tracking of such data as a retailer`s contact detail, training received and the amount of staff from one area scheduled for the next training session.
Information is updated and easily accessible on the Notes system, enabling course organisers to provide topical training to groups of retailers with similar profiles and requirements. Notes and Domino also provide a platform for efficient contact management - something that is essential in a project such as Uthingo`s.
"All information pertaining to training is maintained on this system, such as hotel bookings, which retailers attended training and from which areas," explains Pather. "Should a query arise regarding statistics in a particular area or anyone need a specific retailer`s information it is available."
The general problem with the fast turnover of call centre personnel and the retention of skills is curbed using Lotus Notes and Domino. "The call centre application that was developed by Uthingo prompts the staff through the entire process without the need for prior experience or intensive training," concludes Ramasodi.
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