Call Center Services Featured Article
IDSI Honored with Call Center Excellence Award
Doug Schick, Director of Customer Support at IDSI, shared in a statement: "International Decision Systems is extremely honored that our implementation of Neocase CS for our global customer support operations has been recognized as first runner-up for this prestigious award.”
The entry by International Decision Systems was based on the company’s Neocase CS implementation. As a SaaS (News - Alert) model, Neocase replaced IDSI’s legacy system in a short period of time to deliver seamless migration to the new platform. As a result IDSI was able to offer customers a superior self service portal for customers and a sophisticated case management system for the customer service team.
The award for IDSI was based on the first year results from the Neocase implementation. This new platform was launched in June of 2008. The impressive performance delivered a measured increase in customer satisfaction, a 25 percent decrease in overall case backlog and a more than 10 percent increase in service level achievement.
A unique customer service and support solution, the Neocase CS lowers service costs, improves customer satisfaction and enhances service levels. With the demonstrated success this solution has had in the IDSI environment and the subsequent award, it is sure to experience an increase in demand and a growth in market share.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Stefania Viscusi