With an extremely successful implementation of the incident tracking system CRM solution completed, the client recognized that the Siebel CRM system might be used to solve other business problems.
After a brief conversation with the CIO, the PM scheduled a brainstorming session to explore other opportunities and two specific short-term solutions were identified – one of which was a CRM call center for the Retirement Services and Pension Applications department.
The existing solution was a stand-alone application, and once again users needed to log into multiple systems concurrently to resolve incoming phone calls. A known customer complaint was that every time a retiree called in they dealt with different associate, and therefore needed to repeatedly explain who they were and the reason for their call. There was no continuity of relationship between the retirees and the associates.
Within approximately four months the ATIBA team designed and implemented a system that was integrated with the departments’ Interactive Voice Response (IVR) system. The new CRM system assigned specific retirees to specific associates, enabling business continuity. Associates pulled up the retirees’ case and investment portfolio information in the CRM call center system, quickly reviewed details from the last call, and discussed with the calling retiree the reason for their current call. If it was a follow-up call to provide additional information from a previous call, the associate knew that immediately without the retiree needing to explain it.