DirecTV Broadband, eAssist Global Implement CRM System
The company implemented the system in partnership with eAssist Global Solutions, San Diego, a provider of CRM customer-care solutions that enable an optimized customer experience. DirecTV Broadband, formerly Telocity, Cupertino, CA, is a subsidiary of Hughes Electronics Corp.
Both companies said the CRM system creates a 360-degree view of DirecTV DSL customers for all customer-care functions, interactions and service history. All information is tracked in one automated environment and is accessible to customer-care representatives in seconds. The system lets customer-service agents communicate with DSL providers; coordinate billing; schedule inside wiring appointments; manage shipment of the company's product; and recognize automatically when new customers install the product.
The new eAssist CRM customer-care solution is fully automated and includes a multimedia intelligent queuing engine that routes e-mail, chat and telephony to multifunctional agents with a consistent set of parameters that consider type of requests and priority. When the appropriate service agent is connected with the customer, the agent knows why the customer is calling and the quickest way to achieve resolution.