Neat ECC application we created

[chadd39]

Just wanted to share with the group.

We created a a basic IVR script a couple of years ago that allows callers to call in and check their account balanace by entering their account number and their zip code. We get roughly 100 calls a day offloaded to the IVR for this purcpose. These calls used to have to be handled by a customer service rep.

Whenever a customer contacts us an speaks with a rep on the phone or visits the customer service department in person, we make a log on the account in our Customer Information System (CIS). Our customer service supervisor wanted to know if we could do this with people that call in on our ivr to check their account balance.

We created a script in the ivr that does a point in time insert of the customers record line to an Oracle table. It stamps it with date and time. Whenever a record is added to that table, a trigger is fired that populates the log file for that customer in our CIS system. We populate date/time of call, and balance that the ivr gave the customer. This also helps alleviate the issue where a customer says the automated system said I only owed you $50 when in actuaullity the system told them they owed us $75.

We now also have a database that is filling up with account numbers of people who called and used our IVR system. We can now use this information to anylyse what type of customer is calling. Is it customers in good standings, customers on payment arrangments etc. We can also use this information to survey customers that have used our ivr to get their input on the system. What did they like, what did they not like etc..

[chadd39]

Best part was we did it all in house.. We did not need to use pro services...

[Sarsin]

I always wanted to build a wiki or something of the installs I've done like that, just to show what's possible with the database integrations.

One of my favorites is I did a medical provider in Oakland where pharmacists can log in to the system with their own ID, put in a member's number, and the national drug code of what they want to prescribe, and the system will tell them if the drug is covered or not covered and if it requires prior authorization beforehand. The kicker was if it did need authorization, it would fax them the form based on the fax number attached to their profile. That was done by something the customer wrote that acted off of a trigger to a SQL table. I would write in the fax request and it would take care of the rest.