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Client Case Studies |
Case Studies : Unisys Corporation |
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| About Quiznos: Unisys is a 133 year old company who provides extensive business and governmental consulting services. |
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| Unisys Project: Disaster relief call center for Post Katrina New Orleans. (311 informational service) |
Generation Direct Services Utilized:
- Case Management with SalesCycle.NET CRM application
- Inbound call handling services
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| Description of services: |
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When Katrina devastated New Orleans the city was in chaos post storm. A system was needed to provide some kind of informational call-in support to victims affected by the storm. Due to the nature of the devastation a third party was contracted to provide the systems and call center support needed to provide help and assistance to these individuals. Generation Direct, Inc. was that call center
Quick to react:
The structure of the system would be to implement a call center in New Orleans, spearheaded by the Unisys corporation. Since the majority of buildings in NO were unusable, an abandoned hotel was used to set up the initial call center.
Parallel to this effort, Generation Direct was contracted to supply the system both call centers would use as well as act as a initial and back-up call center to support the new Orleans operation. The expedience of provision of services was critical in providing the right kind of needed support to the New Orleans people.
Once a technical roadmap was developed, Generation Direct spent 80 man hours over the course of a single weekend to customize and build a call handling application specifically suited to New Orleans need. The SalesyCycle.NET case management system was born.
A structured Call Center approach provides the roadmap to better service.
Generation Direct, Inc and the New Orleans call center generated over 100,000 cases that required attention. The Salescycle application was utilized not only for the two call centers, but for the city themselves, working cases and resolving concerns directly from the system created for them. Daily the city was provided with the critical data needed to make informed decisions to the welfare of the constituents.
Generation Direct was proud to work behind the scenes and help this city heal after such devastating event.
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