Telecom
Mitsubishi Electric Information Technology Co., Ltd.
Unify regional call centers quickly and at little cost with Microsoft Dynamics CRM.
Overview
One of the biggest challenges facing product or service-based companies is being able to maintain both good response time and quality. For Mitsubishi Electric Information Technology Co., Ltd., our main goal was to support the integration of two (out of 6) of their most important call centers into a technical support center. We are currently in the process of integrating the remaining 4 call centers; to be completed by September of 2014.
Customer Profile
Mitsubishi Electric Information Technology Co., Ltd., established in 2001, is a wholly-owned subsidiary of Mitsubishi Electric Co., Ltd. that focuses on IT systems, products, and services. Having its foundation in security/IT solutions, network/platform, and technology services, Mitsubishi Electric Information Technology is a one-stop shop with a highly developed product and service offering to fit any possible technical need.
Implemented Software and Service(s)
Microsoft Dynamics CRM 2011
Merits
- In order to fully integrate the formerly separate systems and call center operations, we first integrated the call center system using Microsoft Dynamics CRM, with a focus towards improving both service and after-service quality.
- By using Microsoft Dynamics CRM, we were able to reduce migration costs of the future incident management system by 30%, as well as reduce total running costs for the system on the whole.
- By customizing the different views and dashboards with an eye towards flexibility, we were able to help dramatically improve the efficiency of the call center operators.
Customer Comments
“Our main challenge was integrating 6 call centers with a incident management system that was of lower cost and better quality than our previous one.” Microsoft Dynamics CRM is easy to use due to its fantastic visual style and member-friendly information sharing system. By using this service’s data, we will be able to provide our customers with even better products in services for the future. ”
By proceeding with our integration of the “CTI (Computer Telephony Integration)”system we were able to improve the quality of our support by monitoring both the number of calls and responses, as well as the efficiency and quality of our operators. JBS has served as a valuable partner in constructing a high-quality and efficient system. As we continue to entrust the building of our information infrastructure to our partner companies, we are faced with the ever-looming necessity of choosing those partners who will operate with both stable migration and future-proofing mechanisms in mind. While we admit to being lured by partners with lower estimates and costs, it is impossible to ignore the value provided by a partner who both understands the most important parts of your business and constructs a system focused around them. ”
Mitsubishi Electric Information Technology Co., Ltd.
Noritsugi Kosaka
Our Comments
“Since we were working on such a short deadline, keeping in close contact with the customer was of utmost priority. Yet, as our own call centers are using Microsoft Dynamics CRM, we were able to show the product’s usefulness from the very start, making the initial requirement definition a breeze. ”
Sales Department 3rd Sales Division 1st Sales Section Manager
Kenichi Kumazawa
“Working under such an extreme schedule made it rather difficult to both understand and visualize our customer’s wants from the very beginning. Yet, as we made our ground designs with the end-purpose of being able to share our goals, we began by attempting to understand the opinions and understanding of both sides; proceeding with the areas we were able to, and adding on to the areas that were in need of development. Due to this, we were able to, with the cooperation of our valued customers, achieve the absolutely best product possible within the schedule provided.” ”
JBS Solutions Co., Ltd.
UxD Business Division AmbientOffice CRD Section, Assistant Manager
Mio Onodera
Mitsubishi Electric Information Technology Co., Ltd.
http://www.mdit.co.jp/
Representative: President & CEO Kenji Shirai
Address: Tamachi First Building, 4-6-8 Shibaura Minato-ku, Tokyo
Founded: April 1st, 2001
Paid-in Capital: ¥1,250,000,000
Business: IT Platform, Middleware Development & Production, Sales, Maintenance, as well as IT & Security Solutions, and Network Development Services.
Published: 2014.06.06
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