Software Sherpa » Customer Service

Learn How MCI Reduced Billing Errors and Improved Customer Satisfaction

Sean Anderson — Thu, 31 Dec 2009 18:10:58 +0000

In this case study, MCI, a leader in the wholesale telecommunications industry, wanted to reduce the administrative burden of reporting and billing as well as improve the speed and access to customer information by consolidation data from multiple source systems.

By deploying Business Objects Enterprise Business Intelligence and Web Intelligence, MCIwas able to provide customers with 24/7 access to critical information and:

Reduce billing errors
Improve customer satisfaction

Customer Testimonial:

“Business Objects supplies us with much greater detail on how our communication services are consumed. We have a much broader vision. For example, we can track the trends and variances of our customers’ calls.”
Ron Briggs, Senior Business Intelligence Analyst Supporting Wholesale Services, MCI

You can view the entire embedded case study below. Alternatively, if you prefer to download a PDF copy of the case study to your desktop, please click on the link below to download the PDF file from SlideShare.

MCI Business Objects Case Study

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Case Study: T-Mobile Xcelsius Customer Service Dashboard Case Study

Sean Anderson — Sat, 28 Nov 2009 22:01:16 +0000

In this case study, T-Mobile , one of the world’s leading mobile communications companies, wanted to give more departments a more transparent view of how well they were meeting customer expectations. In addition, they wanted to provide the best solutions and customer service possible to ensure high retention rates.

By deploying Xcelsius Customer Service Dashboards in various departments across the organization including product development, marketing, sales and customer service, T-Mobile was able to achieve:

Improved transparency across 80 customer experience metrics
Improved customer service
Improved customer retention

Customer Testimonial:

“Within a period of two months, we have a system at our disposal that allows detailed tracking of our performance in the area of customer-oriented processes.”

“Ultimately, we do everything for our customers. The results must be clear to them. We’re convinced that delivering quality is essential for our organization. Our efforts are geared towards keeping our customers’ experiences consistently positive. And every month, the dashboard shows us results, trends, successes, and more.”
Matthijs Rosman, Project Manager Customer Lifecycle Management Program, T-Mobile

T-Mobile Business Objects Case Study

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Sample Xcelsius Call Center Manager Dashboard

Sean Anderson — Thu, 26 Nov 2009 16:51:29 +0000

This sample interactive Xcelsius Call Center Manager Dashboard uses a combination of dials, bar charts, line charts and tab views to supply call center managers with important call center data by supervisor or client/project for:

Service Level %
Sales
Sales Conversion %
Talk Time in Minutes Per Hour
Average Handle Time
Calls Per Hour

[kml_flashembed fversion="8.0.0" movie="/images/CallCenterManagerDashboard.swf" targetclass="flashmovie" publishmethod="static" width="575" height="450" play="true"]