customer service in case studies
Law firm gets SaaSy with email security
Case Study But in addressing the problem, Ashurst also wanted to retain the amount of control over the most critical customer communication channel. Ashurst previously used an in-house system but the decision was taken to move to the software as a service... [15 Jul 2008]
How outsourcing saved Zurich's IT
Case Study At Zurich, customer satisfaction dipped to about 75 per cent in 2005 and the number of major system outages hit almost 70 per month in 2004 before performance rose, with satisfaction hitting 90 per cent and outages dropping to four-per-month this... [10 Jun 2008]
Vista basks in public sector praise
Case Study Most private sector organisations are not quite so customer-facing in terms of their technology strategies. An increasing number of them will have Vista at home and Newham does not want to be perceived as equipping service points with old software... [30 May 2008]
VoIP a perfect fit for Gieves and Hawkes
Case Study Bespoke tailor Gieves and Hawkes has moved over to a VoIP link between its two back offices to improve customer services and save on admin staff. David Collins, the financial director at Gieves and Hawkes said the service was basic and not even... [15 Apr 2008]
Calor Gas smelling of tech success
Case Study Another major integration project has been the rollout of 22,000 telemetry units on the company's bulk gas tanks, which are helping the company keep up to date on customer gas levels. Once this has been achieved, Went said there are other plans in... [17 Mar 2008]
National Carphones dials in to SaaS
Case Study Bringing all of these onto one platform has made life much easier for the company’s customer-service staff. And with customer service staff being able to process job requests up to three times more quickly this has been achieved without an increase... [13 Mar 2008]
Suffolk Councils join up IT to save costs
Case Study In 2004, the councils decided to take advantage of funding from BT to set up a joint venture (JV) that would manage IT, supporting processes within both organisations, called Customer Service Direct (CSD). [05 Feb 2008]
Specsavers boosts customer vision with CRM system
Case Study Specsavers was in danger of damaging that brand through outdated customer data management, prompting it to install a dedicated CRM system last year.silicon.com Retail & Leisure The retailer's 50-seat customer services desk was using pen and pad and... [04 Jan 2008]
Monarch soars with Google search tech
Case Study Monarch wanted to reduce the number of incoming emails containing queries that could be answered on the website to allow its customer service team to work on other more useful projects. Monarch Airlines has recently started to use Google's Custom... [03 Dec 2007]
Betfair betting engine goes supersonic
Case Study Matt Carter, Betfair director of architecture and advanced technology, explained to silicon.com customer trends are moving towards a high volume of small-value bets, which, in turn, produce small-value commissions. [15 Nov 2007]
Somerfield gets serious about wireless security
Case Study Pentura agents went through a number of stores, a distribution centre and the retailer's headquarters in Bristol as 'mystery testers', much in the same way retailers use mystery shoppers to test customer service levels. [05 Nov 2007]
TalkTalk Direct gets faster on its feet
Case Study With the upgrade, the IT team had to make sure operations and customer service were not affected and ensure the infrastructure was future-proofed for further growth. Since installing the new servers, the company has seen an 88 per cent reduction in... [11 Oct 2007]
Philips' brings travel expenses down to earth
Case Study The Amex service benchmarks each of Philips' negotiations with SkyTeam against a list of other transactions by companies of a similar size and business, made up from its own customer list. Philips senior sourcing specialist for airlines Peter... [03 Oct 2007]
Betbrokers fancies Sapphire's form
Case Study Up to now, Betbrokers has operated as a high-end service to a niche customer, marketed through the specialist gambling press. Anglo-Russian supplier Sapphire Group got the deal - on price but also because Whitehead could mould the service it... [19 Sep 2007]
It's good to talk, says supermarket chain
Case Study However, this is less important to Heyes, who attaches more value to Ring2's commitment to customer service and flexible billing. The Ring2 service allows conference call organisers to control proceedings remotely through a PC or BlackBerry handset. [13 Jun 2007]
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