Infosys Enables Customer Support Operation at Cummins
Global companies must have a 360-degree view of customers to engage them. Companies should consolidate customer data from diverse touch points to offer a consistent experience, while constantly improving the quality of service across channels.
Tomorrow's service-oriented enterprise
Cummins Business Services (CBS), a division of Cummins Inc., implemented a global ‘Customer CARE' program for excellence in customer support.
Infosys standardized contact center processes to improve first call resolution and reduce average handling time as well as abandoned calls. We integrated the Oracle Siebel CRM solution with legacy applications and the Master Data Management (MDM) application for comprehensive order management. Significantly, the scalable CRM application, rolled out to 16 distributors in North America, can be deployed in dealer locations worldwide.
A post-implementation survey of Infosys' solution revealed that customer satisfaction increased from 66% in 2008 to 88% in 2010.
Service with a smile
"Customer experience has always been a key focus area at Cummins and CARE program is an important step in ensuring we maintain our focus and drive the right initiatives to constantly improve this experience. Infosys has played a significant role to help Cummins achieve our goals in this area and enable our customer support operation," said Jim Schacht, Executive Director, CBS.
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