Sprint Publishing and Advertising, Inc.
Client Profile
A leading provider of advertising and marketing
services, the Sprint Publishing and Advertising (SPA) Customer Care Center
in Bristol, TN, supports customers who have questions or complaints about
yellow page ads, billing, or cancellation requests.
Challenge
Manually intensive processing takes 7 to 14 days
to resolve complaints.
AWD Solution Results
Just six months after implementing AWD in the Customer
Care Center, SPA experienced dramatic results. "We are in much better
shape than we were a year ago, and our customers are much happier with
faster resolutions," said Donna Davis, SPA manager in customer care.
The most significant benefit SPA has realized is that their customer service representatives (CSRs) have immediate access to all the information needed to respond to customers. Customers now perceive the CSRs as knowledgeable, resulting in improved image. "AWD has been wonderful," Davis said. AWD's implementation replaced SPA's research department and reduced headcount by five. Also, SPA now runs more than 50 reports that AWD automatically routes to the appropriate users, improving management control.
