Download now Free registration required
Peoplesafe, the lone worker service provided by Rocksure Systems Ltd is the United Kingdom's largest provider of comprehensive lone worker protection services with a 20% market share. The company's range of Short Message Service (SMS) activated, Global Positioning System (GPS) based user safety devices, backed by a around-the-clock monitoring and response services, have garnered many prestigious customers such as homebuilder Taylor Wimpey and leading retailer Argos. The challenge was to provide the sales team and client-facing staff with a real-time view of all user SMS activations from lone worker devices, trouble tickets, and client requests to ensure personalized service with rapid response, also to continue exponential growth by targeting resources and also leverage timely operational intelligence and trend analysis to improve service levels and devices according to market needs. They came up with a solution which rolled out Oracle CRM On Demand to all staff in three weeks. It replaced multiple, static, spreadsheet-based client management. The interfaced Oracle CRM On Demand with SMS aggregation tool, made details of user activations visible to service agents and available for reporting to customers in 60 seconds. It gave customers secure, self-service, Web-based access to their data held in Oracle CRM On Demand, enabling them to track activations, monitor use patterns, and adjust service levels. It eventually reduced average annual customer churn to 2.5%.
- Format: PDF
- Size: 0 KB