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Wilke/Thornton Improves Call Center Operations with CorVu Software

Published
  • November 01 1999, 1:00am EST
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BACKGROUND: Wilke/Thornton, Inc. (WTI) of Dublin, Ohio, creates, implements and supports efficient, user-friendly consumer response call center systems. Wilke/Thornton's customer response system (CRS) is designed to help customer service call centers quickly process and respond to customer inquiries and complaints.

PLATFORMS: CorVu's solution runs on IBM AIX, Sun Solaris, HP/UX and Windows NT and supports Oracle, Progress, SQL Server, Sybase, Informix, rdb, CA-Ingress, Paradox, DB2, SQLBase, OS/400 DB, dBASE IV and open database connectivity (ODBC).

PROBLEM SOLVED: Many of today's leading call centers are turning to customer relationship management (CRM) solutions to better satisfy customer needs and track consumer activity. However, as organizations establish direct channels of communication for customer feedback, many are finding it difficult to identify IT solutions that facilitate their CRM directives. Call centers commonly lack effective means to translate consumer inquiries, suggestions and complaints into actionable and strategic customer service initiatives. To solve this problem, Wilke/Thornton has combined its CRS call center solution with CorVu's Enterprise Business Performance Management solution, allowing companies to better manage and measure call center performance.

PRODUCT FUNCTIONALITY: The CorVu Enterprise Business Performance Management Suite enables Wilke/Thornton to improve call center operations by more effectively understanding what drives customer inquiries and complaints, analyze this information, channel it to the appropriate departments and ultimately act upon it. By integrating CorVu's solution within CRS, Wilke/Thornton's customers now benefit from a comprehensive, combined call center and business performance management solution that enables streamlined tracking of direct customer interaction. With the added strategic advantage of CorVu's solution, our customers are well positioned to thoughtfully evaluate and modify their internal processes, resulting in increased market competitiveness and overall profitability.

STRENGTHS: CorVu allows Wilke/ Thornton's customers to better measure and manage what issues their customers have with their companies' products and/or services. By partnering with CorVu, our clients have the integrated solution they need to create business process improvements within the consumer-response functions directly from their desktop. Such in-depth, analytical drill-down capabilities allow tighter tracking of product/service issues which can direct the information to the persons empowered with the ability to make changes. Prior to adding CorVu to the CRS solution, we relied exclusively on our own set of WTI-created reporting tools. However, these tools did not contain the "quick" drill-down capability needed to provide insightful granular analysis of product/service performance. The CorVu solution allows our customers to "quickly" translate this information into product/service enhancing initiatives, ultimately enabling them to increase profitability by aligning their call center CRM strategies with tactical day-to-day activities.

WEAKNESSES: The CorVu administrator needs to know the structure of the data to create a simple meta data layer for less-qualified users. The administrator needs to understand the relationships (joins) that exist between the tables in the database to shield users from the underlying complexity of the database.

SELECTION CRITERIA: Wilke/Thornton evaluated several business intelligence tools and selected CorVu's comprehensive solution for several strategic reasons. CorVu provides a complete enterprise business performance management solution. It is the best-of-class application providing a Web-deployed, top-level view of organizational performance with multiple analytical functions, such as executive alerts, forecasting and "what-if" analyses.

DELIVERABLES: With the CorVu solution, Wilke/Thornton customers have access to up-to-the-minute performance information through CorVu's Executive Alert module, an intuitive on-screen "dashboard" display that provides real-time measurement of the company's key performance indicators (KPIs). Also, using CorVu's Balanced Scorecard, managers can take these KPI metrics and evaluate them against the company's long-term objectives, isolating problem areas and focusing on specific procedures to improve customer service performance and uncover hidden trends.

VENDOR SUPPORT: The CorVu Professional Services staff is highly responsive, knowledgeable and experienced.

DOCUMENTATION: The supporting documentation is comprehensive and easy to follow.

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