Company Overview:
This leading national bank and mortgage company provides a full
range of banking and mortgage services across the United States. In
order to better serve its wide-ranging customer needs, they
implemented an advanced contact center virtualization, routing and
IVR solution. This solution had the ability to provide highly
effective and efficient customer service; however, their original
chosen support provider was unable to effectively support, operate,
change or monitor the solution. As a result, this company could not
realize its return-on-investment (ROI) in large part due to the
instability caused by poor support and monitoring received from
their service provider.
Purpose:
This large bank and mortgage company desperately required a
support, operations and monitoring provider to help sort through
the complex issues at the root of the high degree of instability
being experienced and to provide ongoing services that will enable
platform and business optimization. The client business owners were
beginning to doubt the utility of the implemented solution and were
considering alternative solutions.
eLoyalty ICS Managed Services was chosen after a competitive
proposal process due to is proven track record of assisting its
clients in achieving solution stability and optimization. eLoyalty
was chosen because of its superior knowledge, proactive support
processes, and highly effective real-time intelligent
monitoring.
Business Objectives:
- Establish a reliable, expandable, high performing and stable
operating environment.
- Enable new acquisition customer service operations integration
onto a strategic platform.
- Assist Information Technology in greater understanding of
solution operations and capabilities (knowledge transfer).
- Expand out-tasked managed services.
- Consolidate vendors providing technical support services.
- Migrate to a flexible, easily maintainable, cost effective
environment.
- Evolve into a "world-class" call center environment.
The Solutions:
ICS Managed Services 24x7 Support and Monitoring from
eLoyalty.
The Process:
- Immediate focus through comprehensive technical audit of all
key components of the platform including software, hardware,
network, configurations, call routing effectiveness and
scripts.
- Implementation of ICS Managed Services Intelligent Real-Time
Monitoring to provide insight into the troubled and unstable areas
of the technical platform.
- Recommendations for high impact, low risk changes to the
platform based on audit and monitoring results.
- Tested and implemented recommendations.
- Design, development and deployment of new call routing scripts
to better manage desired business design and to better manage
exception conditions.
The Results:
The client now enjoys a high performing, reliable, expandable
and optimized solution. Within 60 days after engaging eLoyalty, the
number of technical incidents and the number of monitoring alarms
were reduced significantly. The client has renewed eLoyalty a
contract for eLoyalty's Support and Monitoring services.
