Remedy Corporation's Customized Solution for Customer Support Rolled Out to Over 7,000 Lucent Call Center Agents

Strategic Insights -

Remedy Corporation, the world's leading developer of adaptable enterprise applications, announced the successful deployment of its customized customer support application, the Customer Technical Support (CTS) Customer Assistance Request Entry System (CARES), to Lucent Technologies. The application, built by Remedy, supports all Lucent network systems and products worldwide and was rolled out to more than 7,000 users at over 100 sites in 65 countries within eight months.

Key Takeaways:

  • Remedy Corporation delivered a customized solution for Lucent's customer support application, CTS CARES, in just eight months, covering over 7,000 users across 100 sites in 65 countries.
  • The application development and initial deployment were completed in six months, with the rollout to all users taking place in less than two months.
  • Remedy provided a custom end-user training course on the new system to Lucent employees, certifying 40 trainers to help deliver the classes, which resulted in more than 450 training classes being delivered in 65 countries over a three-month period.
  • Remedy prepared to deliver proactive ongoing support to Lucent, ensuring a successful deployment of the CTS CARES system.
  • Lucent's manager of customer technical support, Ken Meeker, attributed the success of the project to the close working relationship between Lucent and Remedy, emphasizing the commitment and dedication shown by Remedy's teams throughout the project.
  • Remedy Professional Services delivered global solutions and technical expertise to business decision-makers, streamlining business processes and creating long-term solutions.

Statistics:

  • Over 7,000 call center agents were trained on the new system within eight months.
  • The application development and initial deployment were completed in six months.
  • More than 450 training classes were delivered in 65 countries over a three-month period.
  • Remedy has deployed its solutions to over 7,600 customer sites in over 70 countries, making it the number two enterprise applications vendor worldwide.
  • Over 60% of the Fortune 100 companies use Remedy products.

Sources:

  • Remedy Corporation press release, "Remedy Deploys Customer Technical Support (CTS) Solution for Lucent Technologies," August 17, /PRNewswire/.
  • Lucent Technologies Web site, www.lucent.com .
  • Remedy Corporation Web site, www.remedy.com.