In class we were discussing different CRM systems and their contribution to business processes. A month ago Isracard (Israeli Master-Card Company) launched their new CRM system, which started working in less than six months - a very short period of time in relation to such complex project. The system now operates in all 600 calling centers of the credit card company. Financial scope of the project was about one million dollars.
This CRM system is based on an innovative concept developed by IBM, of a virtual desktop for the user, which is basically a shell. This concept enables the organization to establish a CRM system built on different components that exist in the organization, and create the connection between them - without having to rewrite existing applications.
The solution is called "Expeditor", and it allows the service representative to activate various components of existing systems under the new shell. Within the same umbrella were implemented a few different Microsoft CRM modules. All The systems were connected together; allowing users – i.e. representatives of service – a transparent extraction of data.
Oren Cohen, director of Isracard service centers, said: "Thanks to this system, along with other information systems… we've optimized and improved customer service, and service representatives' access to information. Response time decreased, and also the incoming requests quantity decreased by 19%".
As an Isracard customer, I believe this is great news not only for Isracard, but for us customers too, especially when you have no choice but to wait on the phone while the service representative puts you on hold…
No comments:
Post a Comment