Dexter+Chaney determined a need for a new customer support software system when it became apparent they had outgrown their current system. It contained a number of limitations that, over time, became obstructive to the performance objectives of the customer support center.

The company needed software that could support their business objectives and ability to streamline operations and increase value, reduce costs while improving customer satisfaction, leverage and exploit a growing knowledge base, synchronize communications between departments, and integrate 11 years of information and data as the foundation of a new system.

This case study illustrates the process Dexter+Chaney went through to realize a savings of 225 hours and 350 deflected calls per month.