The customer is one of the world’s largest financial
services institutions, serving more than 50 million individual and
institutional clients in the United
States and abroad. For over a century, this company has helped
clients both grow and protect their wealth with information, advice, and choice
on a broad range of asset management, insurance, securities, and employment
solutions.
The Customer’s Challenge: Connect with Clients by Extending Sametime to the Web and with Plug-ins
The customer decided to improve service by adding real-time access
to their customer service professionals. Such a web chat application would provide their Group Insurance clients
with the option to seek immediate, online help and thereby simplify and
accelerate their enrollment process.
With IBM Lotus Sametime already in widespread use, the
customer decided to meet this challenge by extending their Sametime environment
with Instant Queue Manager from Instant Technologies.
Instant Solution: Instant Queue Manager
Instant Queue Manager adds the benefits of presence
awareness and real-time access to helpful experts to help desk and customer
service operations.
The process begins when a client logs into the customer’s
extranet site. The combination of a
customized applet, an STLinks client, and a Sametime plug-in automatically and
securely grabs the client’s key data from a CRM database and displays it to the
customer service professional manning the chat queue—no additional prompting
for identification is needed.
“Our customer service professionals can then push web pages
to the client; they can seamlessly launch instant meetings with all the
advantages of Sametime web conferencing; or they can invite our subject matter
experts into conversations,” says the customer’s System Architect. “Behind the scenes, all interactions are
automatically logged and archived for auditing and employee performance
reviews.”
Instant Queue Manager has increased efficiency and improved
productivity in the customer service team, and it has virtually eliminated
client frustration with the enrollment process.
“Instant Queue Manager has proven to be an instant winner
for us and for our clients,” concludes the customer’s System Architect. “Now we are planning to add queues for our
internal help desk operations to improve tech support for our own employees.”
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