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The client is an information services company that provides product, service and training solutions to automotive retailers and original equipment manufacturers. The company embarked on an initiative to increase customer satisfaction. The initiative included improving contact center capabilities for better support of one-to-one personalized customer relationships. To this end, the company decided to upgrade its telephone system to an Avaya DEFINITY G3, as well as to implement new software and system technologies from SAP, including mySAP CRM. The critical issue became how to effectively implement these new systems while maintaining the established agent-customer relationships. Working together as a team, Avaya, AMC and SAP identified the specific needs of the client's contact center and addressed customer service requirements. The team then developed an implementation strategy that would enable the client to streamline its contact center operations and process incoming calls more efficiently. Post-implementation, the client reported improved contact center capabilities to support one-to-one customer relationships; the implementation of tested, certified Avaya and SAP partner solutions; automatic look-up of business partner record in mySAP CRM; intelligent routing of incoming calls to designated agents; simultaneous delivery of call and call attached data to agents' desktops; a single agent desktop for greater ease-of-use; and immediate costs savings with fewer toll-free numbers.
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