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With its launch in February 2000, Daly
Computers provided the Washington, D.C. Department of Motor Vehicles
with a complete call center package. The result is enhanced customer
service to DMV clientele.
Before Daly received the contract, the
D.C. DMV did not possess a server database system for technicians to log
information on its service calls, and there was no way for end-users and
technicians to easily receive information on these calls. In addition,
the customer did not have any sort of tracking system in place and thus
had no way to generate performance reports for the IT staff. Their own
implementation of a service management database was at least one year
away. Therefore, the DMV called upon Daly to provide a comprehensive
solution.
Daly’s Technical Services Organization
analyzed the specific needs of the DMV and developed a plan of action.
Daly’s technical staff decided to implement a call center at Daly
headquarters allowing individual DMV service technicians to place and
update calls on a service management database hosted at Daly. This
initiative, which acts as a tracking mechanism for the staff, allows DMV
end-users to phone-in requests to the call center, have their pertinent
information recorded and the call automatically dispatched to a DMV
technician, via pager and email. As the service is taking place, the
technician updates the information on Daly’s system over the Internet,
allowing the customer to get frequent updates on the status of their
call.
This project’s continuing success is an
example of yet another satisfied customer.
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