ThinkPalm devised a Call Center Management System for a real estate developer based in Tokyo, Japan for enhanced employee efficiency, productivity and customer satisfaction. ThinkPalm’s technical team worked on-site and left no stone unturned in assessing the capability of the end customer’s existing legacy application to develop a more effective call center management software. The call center software leverages our expertise in designing and implementing performance driven, enterprise-wide data intensive solutions as well as integrating such solutions with third party PBX devices.

Business Need

The end customer’s legacy call center management system encountered numerous shortcomings, which were degrading the overall operational efficiency and productivity. The ineptness to avoid data redundancy led the call center executives to contact the same customers multiple times, resulting in customer agitation. The system also suffered from significant latency during the extraction of name lists, performed solely during non-business hours. The execution of campaigns crossed deadlines and budgets overran, culminating in increased overheads and business loss. Due to the lack of an effective system in place to supervise and control call prohibition by managers, executives often ended up calling key customers at undesirable hours, a scenario least desired in real estate sales.