PER skills routing software from Intuit Consulting reduces costs and improves utilisation of IT service staff at Europe’s largest field marketing agency
Bourne End, Buckinghamshire–23rd February 2009–Intuit Consulting today announced that Europe’s largest field marketing agency, CPM, has virtualised its IT service desk with its skills routing software, PER. By uniting its physically disparate service centres, CPM has optimised the utilisation of its technical support staff by evenly distributing workload and delivering support calls to the appropriately skilled consultant. Time and cost savings on inter-site calls have also been realised, and the service desk is now better equipped to deliver better and faster service.
Specialists in customer contact strategies, CPM employees over 1,350 people across Europe including sales merchandising and auditing teams. The Company makes millions of calls every year into several market sectors. These CPM teams are supported by two IT service centres in the UK; with Aspect ACDs based in both Thame and Warrington. When a member of staff requires support with internal infrastructure such as their PC, phone or network, they contact a central helpdesk number. Until recently, a PBX would ring the local phones of any, and all service desk staff in one location. If it was not answered, it would automatically route to the other location where the process was repeated.
Richard Marshall, Technical Services Manager at CPM explains, “This all changed with an ITIL service-based improvement programme aimed at improving the consistency of service from a centralised source. After some careful research, PER from Intuit Consulting was chosen as the backbone of the project. It is cost-effective, and offers all the functionality we need. Specifically, we can report on agents’ time usage, achieve true skills routing and fully virtualise the service desk across the two sites. Intuit also created a bespoke interface that alerts us if calls have been queuing for too long with an audible signal. Workload is now even and automated; so we can deliver optimum service to staff, even if our own consultants are away from their desk.”
“We now have no wastage on things like unwanted calls,” continues Marshall. “Early customer feedback is that they are pleased that we’re using technology for efficiency; literally practising what we preach! It is also very useful for disaster management. For example, if the fire alarm were to sound, we can automatically divert the whole IT service desk from one centre to another.”
Tom Pienaar, Director at Intuit Consulting adds, “The programme is designed to improve the performance of the IT service desk at CPM while reducing the cost of establishing calls. Each consultant is defined to PER and assigned skills and ability levels. For now, this is defined simply as Tier One and Tier Two, and the system automatically routes calls to the most appropriately skilled support. As the project progresses CPM expects to further define these skills levels.”
For more information on PER and Inuit Consulting please visit www.intuitconsulting.com.
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About Intuit Consulting Ltd Intuit Consulting boasts a highly specialised knowledge in Aspect® CallCenter® ACD and has deployed numerous Aspect® CTI solutions ranging from straight forward Screen Pops to complex integrated multimedia routing solutions. The Company’s professional services division has extensive experience in integration to multiple CRM products in both Microsoft and Linux/Unix operating systems. Development and integration are undertaken against all the major databases working with all the industry standard technologies and languages. CTI and integration skills specific to the call center industry are offered in deployment and integration to Genesys®, Avaya® and Aspect®.
Intuit Consulting is based in Bourne End, Buckinghamshire in the UK, and also operates out of Denver, Colorado in the USA. For further information visit www.intuitconsulting.com or call +44 (0) 1628 525955 or +1 (720) 904 9182.
+44 (0)1628 628080
CPM is the UK and Europe’s number one field marketing company and is currently a leading contact centre for growth. With over 3,000 employees across the UK and Ireland, CPM’s expertise is in providing people as the face and voice of its clients' brands.
Established in 1936, it designs and delivers effective customer contact strategies for a range of successful and admired global companies.
CPM is owned by the world’s largest marketing communications group Omnicom.
For further information visit: www.cpm-int.com
Further CPM media information:
Sarah Webster, WWMC, Tel: 020 8744 0612; e-mail: firstname.lastname@example.org
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