Honeywell Analytics established a customer service call centre which has ten call centre agents handling 1,500 calls per week.
The agents were using a customer management software which was effective for capturing basic customer details, but inadequate for collating a service record for the customer's individual unit or linking to other company IT systems. An integrated system was needed to manage the process from initial customer call through to successful resolution such as the dispatch of a replacement or repaired product.
Eden works by taking details from the customer database, starting a job file and then generating a return bar code which is placed onto the unit. When the bar code is scanned in, Eden recognises that the unit is being refurbished. Eden also provides management statistics to show the flow of returns and gives information on the number of units being received, updated and dipatched. With the addition of Eden, the whole process is now completely integrated from initial call to final resolution.
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