Operations and Supply Chain Management Commons^™

Retooling For Success: A Case Study Of Voip Implementation To Improve Customer Service At A Midwestern Financial Services Office, Russell J. Roysden, Shu Z. Schiller

ISSCM Faculty Publications

This article presents a case study of the acquisition of a Voice over Internet Protocol (VoIP) system to replace an outdated telephone system at a Midwestern financial services company. In the Midwest retail office of ABC Financial Services, the old Private Branch Exchange (PBX) phone system was incapable of handling customer inquiries during the busy tax return season. The inefficient systems exposed the organization to missed and delayed calls, which lead to a considerable number of customer complaints and lost revenue. Guided by the systematic approach of technology retooling, computer engineers followed the steps of problem diagnosis, analysis of competing …