IHS Support Solutions, help desk training, support center training, contact center training, certified trainers, onsite training, global standard, international, multi-language
IHS Support Solutions, help desk training, support center training, contact center training, certified trainers, onsite training, global standard, international, multi-language
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Support CRM Product Selection, Installation, Customization, & Implementation



A multi-billion-dollar diversified technology & manufacturing leader employing over 100,000 people in almost 100 countries.



The company provides internal services to current & previous employees, dealing with requests for changes in payroll or benefits, submission of required forms & authorizations, & other requests. Related organizational units handle employee travel & expense report processing & service, accounts payable inquiries & requests from vendors. It had selected a CRM product to replace its current call-tracking tool supporting its multiple internal call centers and to unify processes across the different organizations in order to improve productivity & support levels. It needed assistance in assessing the needs of these diverse user communities and implementing the product to meet those needs.

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A cost-effective solution was selected & implemented across call centers. The resulting implementation, which was successfully completed on time and within budget, increased productivity among workgroups. It also paved the way for further productivity enhancements, including self-service over the intranet.

  • Determined functional requirements & developed workflows across the geographically & functionally diverse business units that would use the new tool

     

  • Performed detailed analysis of existing workflow & procedures & worked with the client's Six Sigma planners to developed improved procedures to take advantage of the advanced capabilities of the CRM product

     

  • Estimated efforts, developed a high-level implementation plan, and continued to provide project management throughout the customization, integration, & implementation

     

  • Planned the implementation using a phased approach, with the 1 st stage focused on integrating the product with document imaging & legacy applications

     

  • Customized product to provide additional features of the existing call tracking system users had come to rely on

     

  • Migrated current & historical transactions from existing call tracking systems to the new application

     

  • Managed phased rollouts across multiple call centers

     

  • Assisted in developing training materials and in training to ensure a smooth rollout to the 170 agents across seven different contact centers