News : Altitude Software Enables Quality Customer Service for Metrus
Sao Paulo, Brazil, 30th April 2014 -- Altitude Software, a provider in unified customer interaction solutions, announces that Metrus – São Paulo Subway Social Services - reports faster, higher quality customer service for its beneficiaries, after deploying Altitude uCI solutions.
Metrus is a Not-for-profit Private Social Services Organization founded by Companhia do Metropolitano de São Paulo (Brazilian Sao Paulo city subway service) to provide health and social services to Metro (Subway) employees and their families.
Standardize, manage and control customer service to social services beneficiaries was among Metrus biggest management challenges. "We needed a robust, but easy to use, customer interaction management solution. That was exactly what we got with Altitude Software", stated Mr. Fabio Mazzeo, Metrus President of Board.
The implementation of the Altitude uCI customer interaction management solution made it possible to automate, prioritize and organize customer service by issues and by audience, while Metrus created specialized customer service teams. As a result, increased first contact resolution reduced the number of repeat calls. The demand for customer service also rose as a result of perceived higher quality service.
The Metrus President explains that, despite the fact that the focus of Metrus Altitude solution is on inbound, it also enables outbound campaigns and call back services. "The solution not only services an increasing number of contacts and requests. It also enables our services to return calls and follow-up on requests, guaranteeing security and compliance".
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About Altitude Software:
Altitude Software is a privately-owned, independent company, and a technology provider in contact center solutions, with its Unified Customer Interaction(uCI) product line. Founded in 1993, Altitude Software has a worldwide presence with more than 17 local offices and 100 partners. Altitude helps leading organizations to improve their relationship with customers, handle mission critical business processes, develop new communication channels, reduce operating costs, ensure legislation compliance, and achieve excellence in customer interaction.
Published: Thursday, May 8, 2014