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Telecom
Company Communicates Better with Customers
The Company
One of the first competitive local exchange carriers
in Canada, this company became the largest CLEC and
was eventually purchased by at&t and is now part
of telecommunications giant Allstream.
The Challenge
This innovative company grew very rapidly—from
25 to over 1,000 employees across Canada within 18 months.
Limited cash resources and necessary management skills
limited their ability to build operational infrastructure
in support of new customers.
The Solution
Mecanix helped to set up a new Customer Care department
and Technical Help Desk to support customer sales and
service requests. We designed core processes to market,
sell, and support products and services; working as
lead consultant for the selection of all customer support
systems.
The Benefits
• The company significantly reduced time to market
for new products by ensuring core customer operations
were in place prior to launch.
• Trained, skilled customer support people were
ready to work within 3 days of hire through clearly
presented, tactical training and tools.
• Customer support systems aligned with business
processes resulting in operational efficiencies. For
example, order management automation required fewer
human resources, and a new trouble reporting system
allowed for more rapid resolution of customer issues.
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