Serton, a systems integration company specialising in the full delivery and maintenance life cycle of information systems, has installed Ixchange`s Customer Ixchange External as the backbone of its advanced call centre facility.
Serton is a Microsoft certified solution provider and offers a complete selection of corporate IT solutions, including systems engineering, operational and acquisition support, Internet/Web site development, systems maintenance, co-sourcing and outsourcing.
"Service delivery has become essential for successful IT companies in an increasingly competitive industry," explains Sergio Aquino, CEO of Serton." Our company believes that service excellence is the key to building strong relationships with our clients, and that Customer Ixchange will help ensure we meet the service demands of our clients.
Aquino explains that Serton needed a cost-effective software solution with which to build its toll free call centre for the benefit of its clients. "We were looking for a product that would grow with our company, and allow us to customise its features to fit our specific needs," he says. "Customer Ixchange integrates well with our Microsoft SQL platform, and offers us Internet-ready electronic facilities for problem tracking and solving."
The product`s historical value was central to Serton`s choice. Once the helpdesk logs a call, a first line engineer either solves the problem immediately or promptly contacts the client with a solution. "Since every contact, event and solution is recorded by Customer Ixchange, we`re constantly referring to its database as a point of reference for new queries," says Aquino. The documentation of problem histories in the call centre saves us time and effort in analysing and suggesting solutions to our clients."
Serton uses Customer Ixchange`s integrated reporting facilities to log and generate reports for record-keeping and training purposes. "Through reporting, we are able to track repetitive problems, and concentrate on those areas in which we as a company can improve our services," says Aquino." We are then able to train our engineers to solve problems efficiently and timeously."
The Customer Ixchange External modules installed at Serton`s Isando Head Office include the basic call centre, used to track all service calls, and paging and mailing module that pages its engineers or contacts them directly by cellphone." The latter function is particularly useful to our off-site engineers," explains Aquino. "After generating a call, the system sends a cellular SMS message to the relevant engineer, who then contacts the call centre and identifies the solution and procedure."
A support staff of 50, handles between 1500 and 2500 calls a month, all of which are stored in the database for follow-up and future reference.
"Customer Ixchange gives us the reliability, stability, scalability and open development platform we wanted," says Aquino. "We have increased our service delivery capacity by 70% and expect to surpass this benchmark through the growth of our business."
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