Virtual Systems Technologies (VST), a software development company based in Cape Town, recently announced that it had upgraded its call centre technology to Atio`s Call Sequencer. This was to support the merging and re-organisation of its Customer Support Help Desks.
A subsidiary of JSE-listed Softline Limited, VST develops and supports software for retail point-of-sale and merchandising systems and has been implementing leading-edge, robust IT solutions at leading retailers over the last 10 years. The company`s customers include Morkels, CNA, the MoreSport Group, Pep Stores and HiFi Corporation.
Commenting on the upgrade, Marion Fogell, Customer Support Manager said VST had recognised the need to improve the problem logging services provided to its rapidly-increasing customer base.
"We needed to apply efficient technology to enable us to respond quickly to our customers` hardware and software problems and application queries. Due to the nature of the retail business, our customers cannot afford to have their POS systems unavailable for even a short period of time. Although VST solutions are robust, we provide first line support, and log and manage the resolution of many other problems," she said.
"We also have Problem Management Service Level targets to meet for most of our customers, so it is important that customer problems are addressed quickly and effectively. Through Atio`s knowledge and understanding of the call centre environment, we were able to achieve this in a short period of time.
Fogell continued: "We started to use the Atio system in October 2000, and increased the number of agents earlier this year. By mid-April 2001 we had already successfully resolved our 10 000th call. This just proves that our customers are now expecting this type of service efficiency from us. It`s been a successful business decision. We have improved our agents` skills and made many other changes to our processes and measurement tools in order to provide best-of-breed services to VST`s customers," she concluded.
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