A Large Federal agency providing information services to millions of customers.

The client needed to consolidate customer information across business programs – enabling better customer service and efficiencies in operations.

When this client first began working with ITSolutions, its goal was to replace the old, outdated call center application. However, after a thorough consultation, they realized that more than just a replacement system was needed. They needed to develop and implement a whole new approach: a customer contact center that integrates information.

To help meet customers' needs via phone, this Federal agency had been using a homegrown call center application. By dialing one of many 800 numbers, a customer could ask questions about various program information. Unfortunately, customers were frequently bounced from one department to another; and they often had to repeat personal information to every customer service representative they encountered. The Federal agency could not provide the customers with seamless, one-stop access to its various operating groups; nor did it have a single view of each of these important customers.

ITSolutions consulting and infrastructure operation services assisted the Federal agency with creating an integrated customer contact center—making it faster and easier for customers to get the information they need. Just as important, the solution delivers the data needed to improve the efficiency and effectiveness of business operations.

The customer contact center helps support this agency’s primary business processes. It gives customers faster, more convenient access to real-time information about business operations. It enables the organization’s website to offer customers customized, high-impact business information, and makes the call center program more efficient and effective—eliminating the need for time-consuming transfers and frustrating searches for information.

As a result of this program, the agency has a much higher level of customer service across the board. What’s more, it has gained much better visibility to customers across groups—creating better opportunities for collaboration among business units. Ultimately, this Federal agency will be able to glean powerful insights into customer behavior and how it is influenced—and that will translate into more effective use of technology.