AMC Technology Customer Reynolds and Reynolds Avaya Computer Telephony CTI and SAP CRM Integration Customer Profile.

Reynolds and Reynolds

Business:	Information services for the automobile industry
Contact Center:	Customer Account Services
Headquarters:	Dayton, Ohio
Website:	www.reyrey.com
Channel System:	Avaya® Computer Telephony, Definity® G3 Switch
CRM System:	mySAP™ CRM Interaction Center 3.0

Challenge:

Reynolds and Reynolds is an information systems company, providing solutions that help automotive retailers manage their business profitably and serve their customers at the retail store and across the Internet. As part of a company-wide initiative to increase customer satisfaction, Reynolds embarked on a project to implement new software and system technologies from SAP, including mySAP CRM Interaction Center.

Although not a call center in the traditional sense, the group of customer service agents directly involved in this project handles collections, invoice inquiries and invoice disputes for Reynolds’ retail customers in the U.S. and Canada. Agent representatives are assigned to individual customer accounts, allowing them to establish a one-on-one, personalized relationship with that customer, thereby making it easier to answer questions and resolve issues.

A parallel project being implemented on the technical side involved upgrading Reynolds’ telephone system to an Avaya G3 switch. The new switch would integrate with Avaya’s Computer Telephony CTI middleware and provide greater efficiencies for the call center operations.

As a result of these improvements, the homegrown legacy applications in place prior to the upgrades no longer met the needs of the call center. The critical issue to Reynolds’ customer satisfaction initiative now became how to effectively implement these new systems while maintaining the established agent-customer relationships.

Solution:

Reynolds turned to SAP for assistance in identifying a certified solution that could integrate the Avaya systems with SAP and provide computer telephony integration for the call center. SAP recommended AMC Technology’s Telephony Connector for Avaya Computer Telephony. It proved to be the ideal solution for Reynolds that would be both cost effective and easy to implement. AMC’s engineers worked closely with Reynolds’ project team to identify the specific needs of the call center and help resolve their business routing issues.

An almost immediate benefit in cost savings was achieved by eliminating the many toll-free numbers previously used for direct contact between agent representatives and their customer accounts. Reynolds installed a single toll-free number that can be used by all its customers calling into the call center. As customer records were updated and transferred to the new SAP database, information tables were also updated to match each Business Partner with the name of the agent representative assigned to that account. Through the Telephony Connector, the incoming caller could now be matched with their corresponding Business Partner record, and the call along with call attached data could be simultaneously delivered to the agent.

The routing functionality was also enhanced by implementing AMC’s Application Routing Gateway. This solution uses pre-defined business rules created in SAP to determine the best routing option for an incoming call. AMC’s team worked with Reynolds to create these business rules and configure Reynolds’ system to search the database in order to match the incoming caller with an agent representative and route the call directly to that agent’s desktop. In the event the agent is occupied, the call then routes to their personal voice mailbox. This guarantees that a particular customer’s call would always be handled by their assigned agent.

By working together as a team, AMC, Avaya, SAP and Reynolds developed an implementation strategy that has enabled Reynolds to streamline their call center operations and process incoming calls more efficiently, while maintaining a key feature of their customer service offering – one-on-one relationships between agent representatives and their customer accounts.

“Working with AMC has been a positive experience. Support, when we’ve needed it, has been very good. AMC’s staff is very knowledgeable – their expertise contributed greatly to a smooth implementation.” Shelia Eckert, SAP Project Manager, Reynolds and Reynolds.

Results:

Immediate cost savings with fewer toll-free numbers
Significant cost savings by leveraging existing phone system
Implementation of tested, certified SAP partner solution
Automatic look-up of Business Partner record
Intelligent routing of incoming call to designated agent
Simultaneous delivery of call and call attached data to agent’s desktop
Single user interface for greater ease-of-use

For more information, contact our Sales Department.