July 07, 2009
IDSI Honored with Call Center Excellence Award
By Susan J. Campbell
TMCnet Contributing Editor
International Decision Systems, Inc., a global provider of software and solutions for equipment finance, was recently named first runner-up for the 2009 IQPC Call Center Excellence Award.
The award was given in the category of “Best Use of Leveraging Technology for Efficiency and Automation.” The recognition is based on the IDSI implementation of the Neocase Customer Service solution.
Doug Schick, Director of Customer Support at IDSI, shared in a statement: "International Decision Systems is extremely honored that our implementation of Neocase CS for our global customer support operations has been recognized as first runner-up for this prestigious award.”
“As evidenced with this award, our solution has empowered us to significantly increase the efficiency of our global customer support and has helped us to analyze, streamline and automate key business processes with Neocase's business process management and business intelligence functionality," added Schick.
The entry by International Decision Systems was based on the company’s Neocase CS implementation. As a SaaS (News - Alert) model, Neocase replaced IDSI’s legacy system in a short period of time to deliver seamless migration to the new platform. As a result IDSI was able to offer customers a superior self service portal for customers and a sophisticated case management system for the customer service team.
"Speaking on behalf of the entire Neocase Software team, we are very proud that Doug Schick and his team at International Decision Systems were recognized for their excellence in customer service as First Runner-Up for the IQPC Call Center Excellence Award," said Julien Dahan, President and CEO of Neocase Software.
The award for IDSI was based on the first year results from the Neocase implementation. This new platform was launched in June of 2008. The impressive performance delivered a measured increase in customer satisfaction, a 25 percent decrease in overall case backlog and a more than 10 percent increase in service level achievement.
Dahan added, "IDSI and its Neocase CS implementation, honored for 'Best Use of Leveraging Technology for Efficiency and Automation,' continue to reinforce the success our customers have achieved with Neocase solutions. Our solutions, combining superior case management, business process management, SLA management, and business intelligence functionality, lead the way in providing the most innovative set of features and benefits for shared services contact centers and customer support operations in the market." Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
A unique customer service and support solution, the Neocase CS lowers service costs, improves customer satisfaction and enhances service levels. With the demonstrated success this solution has had in the IDSI environment and the subsequent award, it is sure to experience an increase in demand and a growth in market share.
Edited by Stefania Viscusi