Sprint

Sprint enhances employee productivity to become a customer service champion.

About Sprint:

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.

The Challenge:

• Without access to critical customer care information, customer service representatives were unable to resolve issues and satisfy customers
• Unconsolidated information led to inconsistent messaging being provided to customers and employees
• Recent merger made it difficult to ensure that customer service employees had unified and personalized access to corporate content

Long Story Short Solution:

OpenText Customer Experience Management: Portal

The Result:

Sprint now provides award-winning customer service as care agents have one central portal, i-Connect, to access all the tools and information needed to quickly serve customers. Consistent messaging is maintained throughout the organization as a result. Employee productivity has dramatically improved with i-Connect’s personalized portal experience, boasting 99.5% uptime and 30 million page views a month.