Sprint Success Story

Sprint enhances customer experience with OpenText Portal

A central portal consolidates corporate content and messaging for Sprint employees and customers

"The OpenText Portal that we use today is a dramatic improvement for our customer care employees. It consolidates all of their information and it gives them one central point to not only get to all their tools but to also access information and keep a consistent message."

— Scott Granger, Manager, Corporate Intranet, Portals & Content Management Systems at Sprint

Scott Granger describes how Sprint’s central portal, i-Connect, built using OpenText Portal, boosts the productivity of Sprint employees to deliver award-winning customer service

Challenge

• Recent merger made it difficult to ensure that users had unified and personalized access to corporate content
• Without access to critical customer care information, customer service representatives were not able to resolve issues and satisfy customer concerns and requirements

Solution

• OpenText Portal

Value

• Sprint now provides award-winning customer service as care agents have one central portal, i-Connect, to access all their tools and information
• Productivity of all employees has been improved with i-Connect’s personalized portal experience, boasting 99.5% uptime and 30 million page views a month

About the Organization

Headquartered in Overland Park, Kansas, Sprint Nextel offers a comprehensive range of wireless and wireline communications services bringing mobility to consumers, businesses, and government users. For more information, visit: www.sprint.com.

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