OTG Software Solutions Optimize MCI WorldCom Wireless' Customer Service Department:
OTG's Solutions Reduce Response Time from Four Hours to Minutes, So Customer Service Representatives Can Answer More Calls And Better Serve Customers
BETHESDA, Md., Oct 11, 2000 /PRNewswire via COMTEX/ -- OTG Software, Inc. (Nasdaq: OTGS chart, msgs) announced today that MCI WorldCom Wireless, a division of WorldCom (Nasdaq: WCOM chart, msgs) and the largest cellular reseller in the United States, has deployed OTG's XtenderSolutions(TM) to optimize its customer service processes. This system is used by 500 MCI WorldCom Wireless customer service representatives to serve over 1 million wireless customers and has enabled MCI WorldCom Wireless to reduce customer service response time from four hours to a matter of minutes, so representatives can aid additional customers quicker and more efficiently.
"The system works great," said Michael Kalas, Nationwide Network Manager for MCI WorldCom Wireless. "We can now retrieve customer information immediately, without getting out of our chair or dropping a call and calling the customer back."
MCI WorldCom Wireless used to rely on a manual and paper-based system to store and access its numerous customer contracts. This process would require a "runner" to physically retrieve the customer file for each call, which would often take over four hours and require the representative to call the customer back. As a result, MCI WorldCom Wireless worked with OTG Software and Peelle Technologies, Inc., an OTG partner and an independent document imaging and knowledge share company, to deploy a system for enabling employees to have real-time access to existing and new customer contracts.
With this system, customer contracts are scanned onsite or sent directly to Peelle Technologies' processing center where, using OTG Software's technology, they are reviewed, indexed, updated and transmitted to the MCI WorldCom Wireless data processing center. OTG's ApplicationXtender(TM) solution intelligently organizes, indexes, stores and rapidly retrieves customer contracts and information within the data processing center. This solution also automatically marries contract information with other database and application information, such as the customer's phone number or billing information and the phone's serial number. In addition, OTG's WebXtender(TM) allows employees to view this information over the corporate intranet or Internet via a familiar and easy-to-use Web browser.
"In today's competitive marketplace, quick and efficient customer service differentiates a company from its competitors," said Richard Kay, President and CEO. OTG Software. "But if you can't access the customer information you need, when you need it, you jeopardize your relationship with the customer. With our technology and the expertise of valuable channel partners like Peelle Technologies, companies like MCI WorldCom Wireless have significantly enhanced their competitive advantage."
For more information on Peelle Technologies, call 1-800-233-5006 or visit www.peelletech.com. |
