Customer Story - Call Center Implementation
Due to rapid expansion in multiple markets, a direct sales company had a myriad of existing tools and processes in their call centers. These processes were dated and required significant upkeep to maintain status quo. A new call center platform tool was needed, enabling a more streamlined and cost-effective process.
Call for Help:
- The client needed a united telephony system and call center management platform implemented. Their existing systems were inefficient and expensive, and they did not have the capacity to support this project.
- A successful implementation would save the business hundreds of thousands of dollars a year.
Farwell Advisor Support:
- A FarWell advisor managed a multi-disciplinary team consisting of application development, infrastructure, database architects, and several business units, along with the external vendors and several international telephone companies.
- Collaborating with the business, the FarWell advisor coordinated requirements gathering and configuration.
- This was a significant change for over 100 employees, and the FarWell advisor coordinated closely with the business, ran pilots, and iterated based on employee feedback.
- Battling technical difficulties and vendor delays, the advisor led the project team to identify opportunities to accelerate progress and maintain timelines.
Results:
The global rollout was a corporate-wide success.
- Tight coordination and communication in conjunction with detailed planning led to a near flawless go-live and minimal impact to operations.
- This effort was recognized by the vendor, Genesys, as one of the most outstanding implementations of 2021.
- The client was prepared to not only utilize this new tool, but to build on its foundation as an integral business solution and this work served as a basis for continuous improvement.
