| Client |
The leading provider of prescription drug care
in the United States. The company distributes over one million
drugs through its mail order pharmacies, and manages an additional
6 million drug claims from retail stores. |
| Challenge |
Business:
Improve the productivity of the company's customer service
division
Technical:
Replace the call center legacy systems with client server-based
Computer telephony and Interactive Voice Response systems.
The company purchased off the shelf solutions that required
intensive customization, integration, and enhancements.
|
| Solution |
Our small team of application architects and senior developers
was proficient with the purchased computer telephony and voice
response systems, and with handling the issues inherent in
integrating an application across a large scale heterogeneous
enterprise.
The team was responsible for many of the critical pieces
of the implementation:
- Analyzing user requirements
- Prototype design
- Database Modeling
- Functional Specifications
- Code implementation
- Coordinating programming efforts of other development
teams
- User Support
- System troubleshooting
|
| Benefits |
The company's proprietary call center systems
enhance the functionality and productivity of the customer service
division. The systems provide numerous new avenues by which
pharmacists can fill prescriptions, thereby improving customer
productivity and satisfaction as well. |
| Technology |
Centura SQL Windows, Visual Basic, C++, Java
Sybase, Oracle, DEC Message Queue, HP9000, AIX RS6000 IBM Mainframe,
Computer Telephony and Interactive Voice Response |
Case Studies
