Case Study 2

Call-Tracking System for Small Call Centre

A UK-wide company specialises in organising building maintenance and repairs for retail and commercial organisations. They were so successful that they were unable to ensure that urgent jobs received the attention that they needed, and were struggling to manage the volume of paper that accumulated with each new job. The company wanted a computer-based system that would allow everyone in the company to be able to work easily on the jobs in progress. Never having had a computer system previously, they were unsure what demands they would make of the system in the future.

The company chose Tron Systems to build a bespoke system in Lotus Notes to track all of the incoming work. The system handles both quotations and jobs, which are tracked through their various stages by the call centre. Jobs in danger of being late are highlighted to the management to ensure they are progressed quickly. The workflow within the new system encompasses clients and associates who do not have access to Lotus Notes as well as those who do. This was initially done through the use of a fax server, which allows faxes to be sent automatically.

After the system was installed and running, the company realised that they had a significant competitive advantage because they could automatically fax summaries to clients on a daily or weekly basis. They also realised that they could use the built-in mail facilities of Lotus Notes to allow e-mail communication between themselves and their clients and associates. Recently, they have added facilities for clients and associates to use the system directly using web browsers.

The system is inherently flexible and the company is constantly devising new ways to improve the service it gives to its customers. Since the system can accommodate the differing demands of customers, it has given the company a unique selling point. The system provides a means for the company to scale their operations during their growth. Because of their success, the company grew by 300% in two years and has won a business achievement award for their innovative use of technology.