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Requirement
This project involved a leading Telecom company whose e-business is driven by a website that allows customers to directly choose and customize telecom services. The requests are processed in an offline-automated mode by a series of applications. The success of the self-service channels needed to be ensured by providing:
-Efficient customer service support for handling enquiries
-Human intervention for resolution of issues that cannot be embedded intosoftware(due to cost/time constraints)
-Consistent tracking of service requests via multiple medias
-Increased number of cases that are handled without human intervention
Solution
Infobahn's business and technical consultants analyzed and defined the business requirements and process flows. They partnered in the development of an in-house, workflow, management tool that provides features equal to those provided by industry products such as Microsoft Biztalk Server, IBM MQ Workflow, etc. This product enables multiple IT systems and human workflows to interact seamlessly, to form the backbone of a successful e-business website. GUI tools allow call center representatives to respond to customer enquiries in real-time. The representatives are also able to help in resolving issues such as credit history problems, due to the ability to intervene in the workflow set up by the IT teams, for fulfillment of customer requests. Work distribution process in the call centers has been automated to slash costs and improve turn around time. Reporting tools have been developed to provide the knowledge workers with up-to-date information on order status, billing information and productivity of the call centers. Additionally, Infobahn's consultants applied their experience and expertise in refining the design, development and other softwareprocesses for the company.
Benefit
-End-to-end tracking of orders placed through the website
-Quick resolution of issues and follow up with customers
-Reduced licensing cost (which was the most expensive component of the system, i.e., Workflow Management Tool has been built in-house)
-New products can be launched without extensive investment in:
-Training of representatives (as request fulfillment has been largely automated)
-Software changes (as the business process changes are decoupled from software by use of the workflow tool)
Technology
The Workflow Management Tool and other tools have been developed based on the highest industry standards.
-Net technology is the framework of the solution
-SQL Server 2000 provides the data store
-XML and ADO.net datasets are used in conjunction with web services for message transport
-Messaging to other workflow systems such as IBM MQ-Workflow are also being worked on. |
