Telvista Successfully Migrates Clarify Customer to Thin Client

The Challenge

This retailer selected Telvista to increase call center efficiencies and decrease costs. Our client wished to move its client relationship management (CRM) system from the obsolete clientserver architectures of yesterday to an internet-based system in order to maintain support for this platform and to increase efficiencies. The primary business goals for the move were to reduce service-related costs and migrate to a modern system, because Clarify’s support for the client-server platform was coming to an end.

The Telvista Solution

Telvista drew from our extensive retail experience, proven expertise handling inbound help desk calls, and proficiency in CRM development to provide a comprehensive solution to satisfy this client’s needs.

Telvista began the project by analyzing the client’s service part replacement volumes and workflow processes. Telvista discovered that many of the service parts replaced were covered by manufacturers’ warranties. By integrating asset management and vendor warranty processing, we were able to substantially lower service parts costs.

Our client also wished to deploy webbased systems as a corporate standard. Telvista managed the migration, customization, and administration of the CRM contact center applications for the client. With these new internet-based systems, our client has reduced IT costs, improved call center agent productivity, expanded channels of information, and reduced service parts costs.

The Bottom Line

Our client now processes more than 70,000 customer contacts per month through the internet-based CRM solution that Telvista provides and supports. This system simultaneously supports multiple help desks, including Maintenance, Enterprise Help Desk, Franchise, Customer Relations, and Loss Prevention. The system has also improved our client’s cost structure by:

  • Focusing IT support skills in one technology
  • Improving agent productivity
  • Implementing workflow automation
  • Automating field service warranty parts processing
  • Implementing knowledge-based solutions, another driver of agent productivity

By implementing these improvements on time and within budget, our client has achieved all of their operational objectives and sustained ongoing yearly savings in excess of $2 million.

As this retail client has discovered, Telvista enables our clients to improve efficiency and reduce costs for their companies. Let Telvista show you how we can contribute to the success of your own business strategy.

Experience the difference

Let one of our friendly experts customize a solution to fit your needs. Call Telvista today at 1-800-563-9699. Or visit us online at www.telvista.com.