Ratio Magazine :: The Inside Track to East Africa’s Economies - Kenya: Press Releases: AccessKenya Fully Automate Customer Service

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Kenya: Press Releases: AccessKenya Fully Automate Customer Service

Tuesday, 24 May 2011

Nairobi, 20 May 2011 --- AccessKenya Group has announced it has completed full automation of its customer service through the acquisition and integration of the globally recommended Internet Protocol Contact Manager (IPCM) and HEAT system from the US based Frontrange Systems. The two systems have further been integrated with the new AVAYA PBX. This trio hybrid integration will upscale the process of handling incoming client calls and emails resulting to increased operational effectiveness, fast and effective query resolution to meet service level agreements and streamline repetitive trouble tasks.

IPCM is widely used in industrialised countries as a provider of powerful and affordable IT service management, IT asset management, and customer service management solutions. Its adoption by the AccessKenya Group will greatly advance the group’s trend of offering unsurpassed customer care service by efficiently and exhaustively handling clients at the shortest time possible. IPCM will further ease management and integration of applications such as inbound calls and emails by rerouting and administrating multiple calls in one virtual center.

“As competition heightens and internet usage becomes inevitable in all aspects of life, excellent customer service will be the competitive advantage of any player intending to attract and retain the increasingly discerning customers” said Nancy Imunde, AccessKenya Group’s Communications Manager

The system smoothly integrates with the group’s earlier acquisition, the AVAYA PBX and HEAT ticketing system to pass client details and receive a ticket number to be assigned to a customer support agent. “This is a very timely acquisition to the group which will play a central role in scaling upwards our customer service for increased operational effectiveness, meeting service level agreements and streamlining repetitive trouble tasks”. IPCM is highly scalable application hence its integration with HEAT ticketing system and the AVAYA PBX that we use for managing call routing in the office is much easier. “It will impact positively in workforce management and voice recording for superior service offering”, asserts Ms Imunde.

The software will simplify call handling while maximizing on efficiency as well as effectiveness both for clients and group personnel. Specifically, clients seeking the group’s support desk assistance are assured of getting service at the shortest time possible. Calls coming in through the company’s direct lines will be routed once they get into the Interactive Voice Response, IVR menu. Once the Main Menu greeting and options are presented and the caller elects to press ‘2’ for support, they will immediately get into the IPCM system.

Once channeled to “Support option 2”, the customer will select from three operational options namely; Open a ticket; Check on or update an existing ticket or thirdly Speak to a customer service agent. Upon choosing to open a ticket, the system will ask for client ID which it will then run through the system and give the option to record a message and later grant a ticket to be assigned to a customer care representative. If a client has an existing ticket, the system will allow the client to check on their status as well as update as desired. For corporate client, the system will check on its database for your information and then prompt the client to leave a message describing their problem. After recording the problem, the message it will issue a ticket number that will be issued to the relevant representative.

“AccessKenya continues its tradition of embracing global innovative practices and being the pacesetter in the industry. This way we are able to guarantee better-quality service provision. The introduction of IPCM which works in tandem with the HEAT ticketing application will facilitate keeping of an updated data base of all client calls and emails through an auto distribution of tickets hence ensure no inquiry goes unresolved”, concludes Ms Imunde

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