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Epicor Software Case Study: Catholic Education Office Credit Union

Tags: spreadsheet, office, payroll, excel, database, customer service

Overview When Patrice Rousseau, Helpdesk Engineering Manager, started at the Catholic Education Office in 2001 the only call logging system in place was a Microsoft Excel spreadsheet. Calls were dealt with in order of being logged, rather than in order of priority. It was also very difficult to maintain high customer service standards, as calls were dealt with as numbers, not as people. Rousseau spent three months gathering information and opinions to refine the business needs and determine management's expectations for the project. From this, a brief was put together for Epicor, who worked with the Catholic Education Office to tailor the interface to suit the business' needs. The Catholic Education Office integrated Epicor Helpdesk with its payroll database, as this was the most up-to-date record of all staff contact details.

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Publisher: Epicor Software
File Format: PDF
Date Published: May 30, 2009
Format: Case Studies
Topics: Help Desk, Customer Support Services

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