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Telecommunications equipment industry

Clarify's Tailored Front Office Solution Enhances Ericsson's Customer Support

Strategic Insights

— 2 min read

Clarify Inc., a leading provider of integrated front office solutions, has announced that Ericsson has selected its ClearSupport CommCenter solution to provide global, 24-hour, 7-day-a-week customer support. Ericsson's Global Response Center, which operates three regional customer support hubs in Dallas, Texas; Melbourne, Australia; and Rijen, The Netherlands, has seen significant improvements in customer support response times and reduced problem resolution costs since implementing Clarify's system in November 1997.

Key Takeaways:

  • Ericsson has selected Clarify's ClearSupport CommCenter solution to provide global, 24-hour, 7-day-a-week customer support in its Global Response Center.
  • The Clarify system has helped Ericsson improve customer support response times and reduce the cost of problem resolution.
  • The Global Response Center operates three regional customer support hubs, providing "follow the sun" support for all Ericsson organizations worldwide.
  • The Clarify system provides Ericsson with an infrastructure to track information such as call handling, known problem solutions, installed customer base, and contents of service agreements.
  • Clarify's front office applications have been used by Ericsson beyond the Global Response Center, including the Data Networks group, the Fibre Optics group, and EHP Telecom, a joint venture between Ericsson and Hewlett-Packard.
  • The collaborative nature of Clarify CommCenter has allowed Ericsson to develop a global support infrastructure with common access to databases across the three GRC hubs.
  • The use of Clarify's Web-based collaboration tools provides an efficient and cost-effective way for customers to monitor the status of their requests at their own pace.
  • Since introducing Clarify's Web user interface, Ericsson has seen a significant reduction in the time customer service representatives need to spend on the phone updating customers on the resolution of their issue.

Statistics:

  • 24-hour, 7-day-a-week customer support is being provided by Ericsson's Global Response Center.
  • The Clarify system has helped Ericsson improve customer support response times.
  • The cost of problem resolution has been reduced since implementing Clarify's system in November 1997.
  • 100,000 employees are active in more than 130 countries for Ericsson.
  • Clarify is used by industry leading corporations including Amoco Corp., British Telecom, Compaq, Ericsson, GE Medical Systems, Georgia-Pacific, Hewlett-Packard Co., MCI, Microsoft Corp., Procter & Gamble, Sprint PCS, Toyota, and Transamerica Corp.

Sources:

  • Clarify Inc., 888-CLARIFY
  • Ericsson's Web site http://www.ericsson.com
  • Clarify's Web site http://www.clarify.com
  • SOURCE Clarify Inc. /CONTACT: Val Stephen of Clarify Inc., 408-573-3024; or Kathryn Lang of Focal Point Communications, 415-665-8200, for Clarify/

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