Case Study #1 : Sandwell PCT
Sandwell Primary Care Trust is responsible for providing primary care to a large part of the West Midlands within the UK's National Health Service.
The original goal of sharing space through an automated system was to increase
meeting room utilization while at the same time increasing staff satisfaction.
A very analytical step-by-step approach was initiated and measured along the way.
DeskFlex was implemented and showed a very positive 17% increase in HQ meeting room
utilisation and a further improvement is anticipated as full DeskFlex access is rolled out
to more staff.
Based on the running costs of the existing meeting room spaces, a 17%
increase in usage produces a payback for the Desk Flex software of less than a year.
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Case Study #2 : Avenue A - Razorfish
Avenue A - Razorfish is the combination of two fast growing companies in the high tech world of web sites.
The original installation was driven by a move to new space at the
same time the two companies were combining operations. The major objective was to
accommodate more people in the new space.
"Beyond the initial goals we have arranged the web site so that anyone from any
of our company locations can make an advance reservation through the DeskFlex
website when they are making their plans to visit the New York office."
"We were very pleased with the ease of use and how well even the out of town
people could navigate the site with minimum training." - Nate Apland, Office Manager
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Case Study #3 : Dixie Sales
Wholesale distribution of parts and accessories for lawn and garden equipment Marketing in U.S. and Canada.
Dixie Sales recognized the need for a more technical or scientific approach to
employee work schedules. Since 2000 they have expanded their hours to
8am to 9pm on weekdays and hours on both Saturday and Sunday.
"AgentPower has helped us reduce costs. Staff is now scheduled
based on business need. We have tools for feedback to agents
on attendance and performance built into our evaluation
structure. Also we use AgentPower for a long range budgeting
tool. Helps us forecast what is likely to happen tomorrow, next
week, and even next year." - Mark Plott, Call Center Operations Analyst
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Case Study #4 : Eastman Kodak Company
Motion Picture Film Distribution Facility
The facility supplies film to the motion picture industry in Hollywood.
Included at the facility is a call center which handles orders and
customer service for local customers. The call center has declared a
group goal and pride themselves on answering 92 percent of their
phone calls within 20 seconds.
AgentPower's Real Time Display was installed in 1997 to display
current statistics and provide real time feedback to agents,
management and visitors. Three other nice to know statistics are
displayed, but the Key Success Factor is percent answered within 20
seconds.
Bob Wagner, Customer Services Manager, tells us,
"AgentPower allows the Customer Service Reps to know what the service level is. Are we
on track for the day, or not? Are we meeting the goal?"
The continuous feedback is a great tool for self-management by the CSRs.
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