Development of Marketing Campaign Management Application
Business Question/Need
The client’s call center operations group sought to enhance the ability of its representatives in targeting marketing campaigns to specific customer segments and to increase overall efficiency and throughput of the call center process by automating the retrieval and display of key customer and product information for call center operators.
Technical Solution
The overall goal of the project was to integrate and consolidate various interfacing systems while providing a seamless operation interface to call center operators. The Marketing Campaign Management Tool itself is a desktop and web-enabled call center associate tool that allows customer data to be automatically gathered and displayed based on an incoming telephone number reference. The Call Management Tool is an ancillary component of the call center operations system and allows for smart routing and management of incoming call channels.
The engagement utilizes the latest technology platforms from Microsoft and BEA. Weblogic Server provided the back-end infrastructure, data access and business logic while the desktop and web-based interfaces were supported through the .NET platform. The Pinnacle team’s role included development of business layers, development of graphic user interfaces, database engineering and systems administration.
Technology: Microsoft .Net platform, ASP.NET BEA Weblogic Server
J2EE platform, DB2, Clearcase, Source Safe
Project duration: 9 months
PTR Resources: 9
Benefits to Client
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Enabled call center representatives to more accurately target new promotions and marketing campaigns to specific, higher probability customer segments.
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Streamlined call center operations, allowing call center representatives to provide a quicker, more seamless overall customer experience.
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Consolidation of interfacing systems in a single front-end package allowing for reduced maintenance cost and easier operator access to automated systems.
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Common, reusable middle-tier components for data and legacy system access.