Develop and Implement Customer Interface to Order Tracking System

Client

 A large division of a $100 Billion technology company that operates in many business segments including power and gas, energy management, building technology, mobility, manufacturing automation technologies and industrial controls, healthcare, and financial services

Project Goals

The company wished to reduce customer service costs and increase satisfaction by providing access to internal production and shipping schedule information directly to the company’s customers.

• Direct web-based access to relevant production scheduling information
• Direct web-based access to relevant shipping schedules
• Robust security limiting access to only information relevant to the particular customer

Deliverables

This project produced the following:

• A web-based portal into existing legacy systems that allowed customers to see their orders progress from entry through delivery
• Training material for the company’s information technology and customer service employees
• Training material for the company’s customers

Results

• Customer service call volumes were reduced by almost 80%