SA Philips`s Business Communication division is experiencing improved call response times after installing a Corollary Pentium SMP system from Computer Configurations to run its customer service centre. Derrick Laas, GM of operations for the division, says that after installing the system, response times are sub-second where previously four to five seconds was considered adequate.
Philips Business Communication is one of South Africa`s largest PABX suppliers. The division installed the new server to maintain and improve its high level of customer service.
"PABX support and service in South Africa is among the most advanced in the world due to our deregulated market, says Laas. "SA Philips`s high level of service is a key differentiator in the PABX market, and to maintain our competitive-edge, we had to improve response times of our call centre. To us the call centre is mission-critical."
Nationwide customer support operation is managed from a centralised call centre in Johannesburg, supported by 200 technicians countrywide. To automate its call centre management, Philips has standardised internationally on Dispatch-1, Astea`s electronics service business administration package.
Consisting of more than 30 integrated modules, Dispatch-1 automates contract administration, dispatching, distribution/logistics and financial management. The system enables support staff to analyse and allocate service resources, and undertake parts forecasting, work scheduling and resource assignments.
Dispatch-1 answers incoming calls to the help desk, logs them, logs the faults, checks customer status against the database, assesses the client problem remotely, undertakes remote maintenance, and where necessary plans service calls to customers, matching technicians, skills and spares to the various faults. Finally, the system invoices clients where necessary.
Although 350 to 400 faults are reported each day, the system needs to handle about 4 000 transactions or queries a day from its 70 to 80 users at Philips.
Dispatch-1 was installed two years ago and as use grew, it placed heavier demands on its server. The slower response times resulted in users performing their own calculations on spreadsheets, rather than having to phone in queries. "After we installed the Corollary, user acceptance was re-won and the system`s true benefits and efficiencies came into their own," Laas says.
Never underestimate the inefficiencies and loss of productivity caused by a slow server and system, says Laas. "Before the Corollary, our month-end stock report used to take from 7pm on Friday to 3am on Monday to process. Now, we have it ready on Saturday morning.
"The server has been up and running with no downtime or other problems since its installation," Laas maintains. "Because of the reliability of the Corollary and the faster response times, users have confidence in the data it produces."
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