IMAGETEQ has been instrumental in building internal and external web based applications for Hawaiian Telcom that have increased sales and improved customer support.
Hawaiian Telcom wanted to reduce the burden on its call centers and increase customer satisfaction by letting customers create, view, modify and cancel trouble tickets associated with their accounts online on hawaiiantel.com. They also wanted to integrate the website with PeopleSoft CRM to minimize the amount of manual work associated with trouble tickets.
IMAGETEQ developed a Trouble Tickets web application for Hawaiian Telcom customers that allowed them to create trouble tickets as well as reset voicemail passwords, perform line testing and view outage notices. IMAGETEQ also worked closely with Accenture to design and develop an Application Programming Interface to connect the web application to PeopleSoft CRM and TIBCO systems.
We launched the application and interface on time and within budget. Hawaiian Telcom’s customer satisfaction improved; customers enjoyed the convenience of the new system and the increased visibility into the status of their trouble tickets. And as more customers used the online self-service option, strain on Hawaiian Telcom’s call centers decreased.