Case Studies - Title Company |
A local property title and insurance company
had several individual offices scattered
across the metropolitan area, including a
corporate headquarters location. Each office
performed different functions for the
organization, but each office shared some of
the same needs regarding customer
information, corporate data and company
support services.
This particular client was challenged by the
difficulties of managing each of these needs
across the several locations while
maintaining a high level of customer service
satisfaction. Specific requests included the
ability to quickly obtain customer
information while a customer was waiting on
the phone, the ability to transfer the
customer to the appropriate office depending
on the customer's need, and the reduction of
costs associated with business overhead and
support systems.
ACCi consulted with the client,
investigating the specific methods of
performing business operations, the
personnel involved in those operations, the
flow of information, and the static points
of transactions in the flow of work. After
researching the best technology solutions to
answer the challenges, ACCi proposed and
implemented several new solutions to help
the client meet their needs.
The client installed dedicated T1 circuits
between each of the branch offices and
headquarters. These circuits served to
connect each of the computer networks to
headquarters, enabling the staff to maintain
a centralized location of customer
information in the database at headquarters.
Additionally, the T1 carried voice traffic
for the client, utilizing the 3COM NBX
Communications system installed by ACCi.
Each of the branch offices were then able to
transfer callers to the appropriate
extension, regardless of the location of the
destination of the caller.
Business support services such as faxing
were centralized on the network at
headquarters utilizing the network-based
solution RightFax from Captaris, enabling
the client to eliminate extra costs at each
of the branch offices, such as additional
fax lines, phone lines and support staff.
Centralized accounting and database
information was gained by utilizing
Microsoft Terminal Services for Windows
server. Each of the employees is able to
access critical company information in a
timely manner by connecting to the main
information store, whether they are on the
local LAN, the WAN, or even remotely
connecting from outside the organization via
the public Internet.
The resulting technology solutions have
assisted the customer in increasing customer
support and response time and reducing
corporate support costs. |
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