ZIFFPAGE TITLEProductivity and OperationsBy Briana Hallstrom | Posted 2005-07-08 Email Print
Re-Thinking HR: What Every CIO Needs to Know About Tomorrow's Workforce REGISTER >
Returns on investment for the Baseline ROI Leadership Awards handily topped 1,000%, courtesy of the Internet.
Productivity and Operations
Annual Return 1,191.7%
Project: At SBC, orders for DSL service were being processed at pokey dial-up speeds. With manual processing and different systems for each region, the company was overwhelmed with phone calls and excessive overtime for customer service staffers. The solution: the Batch Order Relay Integration System (BORIS), which integrates multiple applications to speed DSL ordering. The system submits orders, checks return codes, parses errors, sends updates to the older regional systems and logs order progress in a database. The system also uses a set of tools and hardware that allows technology managers to control support and maintenance for their in-house systems.
Benefits: BORIS helped reduce expenses by automating order processing and eliminating several minutes of data entry per request. Agents are now free to spend more time fulfilling customers' needs.