Some of the worldâ€™s largest companies are turning to Microsoft Business Intelligence for a solution that can be deployed to thousands of employees, enabling better business performance.
REDMOND, Wash., May 9, 2007 — Sure, you dislike automated telephone support linesâ€”but possibly not as much as Ron Van Zanten did.
Van Zantenâ€™s antipathy was directed at one line in particular: that of his employer, Premier Bankcard, one of the nationâ€™s leading credit card providers, with more than 3.7 million customers nationwide.
Premier Bankcard is known for some of the highest service levels in the industry, but that wasnâ€™t enough for Van Zanten, and the rest of the companyâ€™s business intelligence team. Every second that customers spent navigating the automated line was time that their needs werenâ€™t being met, their satisfaction was sagging, and the companyâ€™s phone bill was rising. Moreover, frustrated customers would abandon their calls or switch to the automated line to speak with a customer service representativeâ€”an expensive form of support. For the sake of both the customers and the company, the Premier Bankcard BI team wanted to help their colleagues fix the automated lineâ€”but how? Premier Bankcard lacked the tools to analyze the hundreds of thousands of calls it received each day.