Network integrator Anite last month installed a software-based customer service system that is already providing a 15 per cent increase in internal service.
The SmartVision system allows Anite's internal staff to build online details of every customer event, from online maintenance through to general account management and accounting systems.
Phase one of the implementation went live last month and already Anite sales and support staff are reaping the benefits, according to Anite's CEO, Pacific, Laurie Stevens.
"The impetus behind SmartVision was Anite's assumption that we really couldn't differentiate ourselves from our competitors on the subject of customer services," Stevens said.
"Some of the internal benefits to flow on from the implementation include the capability to plan for peak trading periods and manage and track resources. Initial internal quality studies estimate that Anite could extract a 15 per cent service improvement by using the SmartVision software."
SmartVision will be rolled out internally across all Anite branches within Australia during the next three months. However, it is the final phase of the implementation, which will occur late this year, that Anite predicts will have the greatest impact on its customers.
The final phase will see online facilities made available to customers via Anite's Web site. Customers will be able to log on using secure passwords and obtain up-to-the-minute details on the current status of orders and maintenance requests, as well as statement details of their account.
Customers will also be able to proactively manage their accounts by logging fault calls and placing orders online.