Ascendancy Software has developed a new application that replaces the manual process by which service calls were logged at a global IT company* by call centre support agents, and then dispatched to engineers.
This new application puts in place a system far superior to the previously used manual process, and alleviates several problems which the company had been experiencing.
One such problem arose because an agent was required to enter the information manually for an engineer, as well as to log the call on a separate system. This duplication led to a high possibility of erroneous data, was unnecessarily time-consuming, and required the agent to be trained in the use of two systems.
Since the successful integration of the middle application by Ascendancy Software, agents are now free to focus on assisting customers instead of performing superfluous tasks. This new application mimics the actions of an agent to dispatch the call via a Web interface.
Working closely with the IT company's management, Ascendancy Software completed the development of the application quickly due to the deep involvement of both parties.
Ascendancy Software is a small system integration company located in Johannesburg that specialises in custom software development and integration in a rapid turnaround time.
For further details, please contact Sascha Mohr on (011) 609 7911 or visit Ascendancy Software's Web site at http://www.ascendancy-software.co.za.
* Company name withheld for confidentiality.
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