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RESULTS
Reduced head count from 6 to 4 while improving Customer Service.
APPROACH
- Analyzed work flow and inbound call volume in the Customer Service department
- Implemented automated tools to eliminate manual processes
- Implemented automated Business Alerts and outbound status notifications to reduce the volume of inbound calls
- Integrated MAS90 with FedEx and UPS using Starship to provide tracking information at the desktop.
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