Customer Success stories

Telecom Customer Service: MIRS Motorola Telecommunications

MIRS Motorola Company Overview

Ranking third amongst worldwide companies offering iDEN technology, MIRS is an Israel-based subsidiary of Motorola Communications Israel. MIRS develops and manufactures radio communications systems and wireless solutions.  MIRS is a wireless mobile operator, which markets integrated mobile phones with two-way radios and paging devices.

 

The Business Challenge:

Operating in the highly competitive telecom market, MIRS is always on the lookout for innovative ways to maintain and enhance its competitive edge through increased efficiency and improved service. The company has already invested in a CRM Vantive system, but needed an imaging system to empower the CRM with content management capabilities. The incoming fax system remained totally paper-based and it had become clear that the paper faxes were a major barrier to increased service levels.

 

IFN’s Solution:

WINS Telecom allowed:

• Archiving of customer files for the customer call center and registration center.
• The routing of incoming faxes to the index station and the automatic notification of the representative via the Vantive system interface.

WINS identifies incoming critical information such as “Take Orders” which requires immediate response of providing service within 15 minutes. WINS can single out these orders and handle them promptly before indexing.

WINS can use the indexing information to route the item to a specific CSR’s Vantive inbox, according to the customer status as defined in the CRM system (for example: regular customer, VIP customer etc.). WINS special features allow automatically filtering and routing those specific documents that will initiate a process in the CRM system.

 

Main Benefits

•      Increases call volumes handled with same staff levels.

•      Reduces call escalation, call backs, talk time, look-up request time.

•      Greater customer support representative efficiency.

•      Greater numbers of one call service.

•      Enhanced customer satisfaction and loyalty.

WINS is a scalable solution enabling flexibility, and ease of implementation allowing MIRS to quickly realize many benefits:

•      rapid ROI

•      short implementation timetable

•       low implementation risks

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