Knowledge Management White Papers
Providing One View of the Business Across Different Channels to an E-Customer Support Organization
Overview The customer is an e-customer support organization providing Service Outsourcing, ASP, and Professional Services through Internet-based communication channels in the US. The customer wanted to maximize their client satisfaction levels providing timely access to accurate information across the various channels. This necessitated deriving analytical information on the usage of the 3 channels namely e-mail, chat and phone. Wipro first prepared a business case for justifying a data warehouse and followed it up by preparing a data warehouse implementation roadmap, and gave recommendation on the architecture and tools. A Customer Contact Analysis Data Mart was designed and developed to address the customer's requirements, using Wipro 2I Data Warehousing development methodology.
| Publisher | Wipro | File Format | HTML |
|---|---|---|---|
| Date Published | August 2004 | Downloads | 1 |
| Format | Case Studies | ||
| Topics | |||
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