CSR Success Stories
CSR has assisted several Fortune 1000 Telecommunications companies with initiatives to maximize operating efficiencies and customer service.
PREMIER LONG DISTANCE COMPANY
One long distance company approached CSR with performance needs in their service activation process. CSR performed an initial complementary evaluation and was then engaged to recommend and implement changes in operational processes and procedures. This effort resulted in sweeping changes to both manual and mechanized processes, improving productively by more than 20%; and reducing thousands of backlogged orders, resulting in improved customer service and additional revenue.
MAJOR REGIONAL BELL OPERATING COMPANY
In another redesign initiative for a Regional Bell Operating Company, CSR was engaged to identify redundant practices in the delivery and maintenance of DSL Service. CSR identified numerous inefficient processes within, and across, organizations that were creating performance and cost issues for the RBOC, as well as frustration for customers. CSR’s recommendations to make major organizational changes, integrating various redundant functions into a single organizational responsibility, were implemented by the RBOC, resulting in improved costs, operational efficiencies and improved service.
SWITCHING EQUIPMENT MANUFACTURER
CSR has utilized its extensive technical resources, trained in the installation and testing of the major switching and facility components deployed in the United States, to assist a worldwide switch manufacturer with multiple customer equipment deployments.
MAJOR COMPETITIVE LOCAL EXCHANGE CARRIER (CLEC)
CSR Technologies, Inc. played a vital role in the development of a software application for a major CLEC in the United States. CSRT designed a front end web interface that allows customers to enter trouble tickets directly into a Clarify database without talking to a customer service representative; assisted the CLEC in determining the best line of questioning for a smooth and easy-to-use interaction; and wrote the code to send and receive the XML streams to interface with the back-end SOAP API that access the Clarify database. CSRT also performed load testing of the application to determine where bottlenecks in the network and applications existed, allowing the customer to attain the required performance thresholds for the specified number of concurrent users.