Global 2000 Companies Find a More Intelligent Choice for Business Intelligence

Some of the world’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 lines—but possibly not as much as Ron Van Zanten did.

Van Zanten’s antipathy was directed at one line in particular: that of his employer, Premier Bankcard, one of the nation’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 wasn’t enough for Van Zanten, and the rest of the company’s business intelligence team. Every second that customers spent navigating the automated line was time that their needs weren’t being met, their satisfaction was sagging, and the company’s phone bill was rising. Moreover, frustrated customers would abandon their calls or switch to the automated line to speak with a customer service representative—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 line—but how? Premier Bankcard lacked the tools to analyze the hundreds of thousands of calls it received each day.

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