Customer Service Department

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.