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CMU Practicum 2009

Presentation of our work on MEDRAD's Integrated Call Management System
by

Chirag Medhora

on 21 August 2009

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Transcript of CMU Practicum 2009

SAP
iAvenue
(CRM)
QuickBase
(field engineer details)
Messenger
E-mail
Knowledge base
Parts database
Reporting tool
Um.... there's one more problem
90%
Patient is being examined
Emergencies
Critical to customer satisfaction
Yes, it is critical
calls
Why this is a big deal
Customer satisfaction
$2.3M in savings
Faster, better service
..............................
.......................
The
picture
Big
VAS = more contracts
Strategic market position
Reputation
MEDRAD has
done the product
innovation
Our job was to
design & demonstrate
customer support
processes
................................
The future of customer service
Problems
SAP
iAvenue
(CRM)
QuickBase
(field engineer details)
E-mail
Knowledge base
Parts database
Questra
(connects to devices)
Enterprise Service Bus
(Mule)
Web Portal
(Apache Jetspeed)
Device
Software Architecture
Integration using
Enterprise Service Bus
Solution
Capabilities
Old stuff
New stuff
Integrated
3x faster
Remote servicing
Task management
Waiting call visibility
Terminology
Notification
Alert
Call
Human
Device
Comparison
Scenario
Demo
Introduction
not MEDRAD
Conclusion
Integrated Call Management System
Ali Alumran Chirag Medhora Sean Park Bo Ram Suh Dale Yang Kathy Yang
Thank you for your attention : )
Enhanced
Enabled
Integrated
Cost saver
Global
Strategic
Device identification
Problem description
Data entry
Call transfer
Data retrieval
Request to dispatch field engineer
Data transfer
Dispatch notice
Current state of Customer Service
Integrated
view needed
Call Management System
SMS Agent
Full transcript