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The client, which produces display monitors and peripherals, amusement products and imaging system software, recognized the need to increase efficiency and enhance quality in service solutions. Additionally, due to the extensive research and development program the client delivers to build superior products that are safe to use in even the most fragile medical environments, the company needed a solution to provide the industry’s best in service while maintaining a cost-effective model. The company turned to Alorica to enhance their customer’s experience by providing CRM excellence through service and technology. Helix CRM 1.5 was built to accommodate high-profile clients with very unique service needs. The application includes customized call-tracking features, call history analysis and customer profile data reporting, service request creation and lifecycle tracking, troubleshooting tools, and a specialized RMA feature that adapts to accommodate high-priority clientele. The client reports, "Because of the efficiency of the Helix CRM 1.5 software, we have significantly improved quality and efficiency for the customer. Alorica’s solution has lowered abandon rates and freed our staff, allowing the agents to focus on our more serious issues and go above and beyond with clients to improve quality.”
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