This French telecommunications company has tens of millions of customers that rely upon it for mobile phone, land-based phone, and high-speed internet service. Customers interact with the company either through its call center or by visiting one of the hundreds of brick-and-mortar locations.
The speed and success with which issues are resolved are key to customer satisfaction. Information needed to resolve customer issues resided in 20-30 different applications. Turnover is high, so customer care agents had limited experience with the various systems. It was not for lack of training, as they invested three weeks in each agent's training.