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Cara uses service centre’s Internet functionality to hoist customer service levels.
The Cara Group, Ireland’s leading indigenous provider of technology solutions, is using the Internet to hoist customer care levels to new heights.
At the heart of the company’s customer care operation based in Dublin is Tesseract’s Windows-based Service Centre service management system. Cara describes this easy-to-use browser-based system as indispensable in handling the 30,000 calls received each year from the 3,000 or so customer sites throughout the Republic and Northern Ireland.
The system also manages and controls the activities, as well as the inherent spare parts logistics requirements, of the company’s nationwide team of 60 field engineers.
Reflecting how increased product reliability has transformed the way in which both service providers and their customers approach IT support, Cara’s Customer Service Manager Frank Donaghy says the current economic climate has really emphasised how the customer is king – and that customers know it!
The Cara Group today offers several main strands of service - security, storage, networking, enterprise systems, professional services and managed support services.
Its impressive customer list includes a number of public sector organisations as well as financial institutions.
However, it was the installation of the Windows-based version of Service Centre that spurred the use of the Internet, initially for customer self-help reasons, as Frank Donaghy recalls: “Aside from the fact that certain customers like the simplicity of using email to log calls and the Internet to access call details and to check progress, they also like the ‘freedom’ of 24x7 access to Cara’s service desk. It is so much simpler for them to use an email to log a call ‘after hours’ - even though we have processes in place to offer round-the-clock service response.”
“From our point of view, too, email helps streamline the call management sequence; when we receive an email service request, we simply send a reply email stating the message has been received and that we are acting on it, then we transfer the call details into Service Centre.”
Acknowledging that being able to streamline service response also depends on the availability of timely information about every service call, Cara now has plans to utilise Service Centre’s Remote Engineer Access module to gain real-time information from the field engineers. Currently receiving and closing calls using mobile phones, it is planned that the field team will use a mixture of Nokia 9110s or PDAs for their Internet-based communications with the Dublin call centre.
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