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Telecommunications industry

MCI Embarks on Massive Automation Project to Revolutionize Sales and Service Force

Strategic Insights

— 2 min read

MCI's rollout of new technology to its entire US business sales and service force is a groundbreaking initiative that aims to transform the company's operations. The project, which has already been piloted in Boston and Washington D.C., will be rolled out nationally to approximately 5,000 employees, making it the largest full-scale deployment of technology in the nation. The automation project is expected to bring about significant gains in productivity, efficiency, and customer satisfaction, as MCI sales teams will be equipped with the best available computing technology, enabling them to demonstrate customized service applications and provide on-the-spot information to customers.

Key Takeaways:

  • MCI's automation project is the largest full-scale deployment of technology in the nation, impacting approximately 5,000 sales and customer support employees.
  • The project is expected to result in major gains in productivity and efficiency, dramatic improvements in the ability of sales teams to demonstrate customized service applications, and significant increases in speed of response and delivery of service to customers.
  • MCI's new computer, software, and networking technology will empower its sales force to be solutions experts, eliminating dependency on physical offices and providing timely information to customers.
  • The project is supported by leading technology companies IBM, Aurum, and XcelleNet, who have provided best-of-breed solutions for sales force automation.
  • The multi-phased approach includes training and help desk support, ensuring a smooth transition for sales and service professionals.
  • MCI has invested heavily in the project, with a huge front-line deployment of new communications software products and a 24-hour, 7-day help desk to provide constant assistance.

Statistics:

  • 5,000 MCI sales and customer support employees will be impacted by the automation project.
  • The project is expected to result in major gains in productivity and efficiency, with increased speed of response and delivery of service to customers.
  • MCI's new computing technology will enable its sales force to demonstrate customized service applications and provide on-the-spot information to customers.
  • The project has a budget of millions of dollars, with significant investments in technology, training, and support.
  • MCI has expanded its services to become the world's third-largest carrier of international calling and a premier provider of data communications over the Internet computer network, with annual revenue of over $13.3 billion.

Sources:

  • MCI Business Wire Press Release, April 10, 1995
  • IBM Press Release
  • XcelleNet Press Release
  • Aurum Press Release
  • Blanc and Otus (for Aurum) Press Release
  • CONTACT: MCI Business Markets Rick Aspan, 312-938-4732 1-800-644-NEWS or IBM Jim Keller, 914-642-3778 or XcelleNet Mindy Aronin, 404-698-2948 or Blanc and Otus (for Aurum) Cathy Brooks, 415-512-0500, ext. 240

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