July 21, 2008 - Citizens Communications Company, which operates as Frontier Communications, implemented Progress Software Corporations Progress DataXtend Semantic Integrator (SI) to reconcile data definitions between systems to enable data integration based on a common model.
Frontier chose DataXtend SI as a critical piece of a larger customer relationship management (CRM) project designed to minimize customer handoffs and increase upselling opportunities. Frontier wanted to target opportunities more effectively using real-time knowledge of a customer's existing services. The system, based on DataXtend SI, includes a third-party eBusiness product catalog, various legacy operational support and billing support systems and an enterprise service bus (ESB).
DataXtend SI, with its standards-based, common-model approach to semantic integration, enabled Frontier to meet its goals and critical timelines. The DataXtend SI implementation has helped Frontier minimize customer touchpoints by making integrated customer account information available to customer service representatives (CSRs) during calls. Previously, Frontier CSRs had to access multiple systems to obtain customer or product specific information. Now they can access information across a subscriber's entire account, improving their ability to meet customer needs and maximize upselling opportunities.
In addition to increased efficiency in handling incoming orders, CSRs can now better gauge the appropriateness of various marketing offers for individual customers without transferring the calls to other departments. This visibility opens up opportunities to upsell and cross-sell more effectively, enabling Frontier to increase revenue across its service lines.
"With DataXtend SI, we will reduce our integration efforts, improve time-to-market, stay on top of on-going data changes and continue to improve the customer experience," said Michael Finn, IS manager for Frontier. "Specifically, DataXtend allows us to validate data exchanges between systems by focusing on the business integrity of data, making disparate systems 'sing' together. In turn, we can consolidate and simplify our integration development effort and target the right services and special offers to existing customers. DataXtend SI will allow us to reach our project goals and put us in a strong position to complete future projects that will benefit our customers."
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