2 April 2004
synTelate® moves to the heart of AAA
Merrimack Valley
AAA
Merrimack Valley has expanded the application of the
synTelate desktop customization and scripting product to
support AAA staff in self study activities as well as
providing a focal point for all staff in seeking reference
material on all aspects of the club activities.
synTelate
was originally selected to address the requirement to
create a summary of the calling member's profile. This is
a critical component in the total membership relationship
management philosophy of the club. synTelate is able to
mine member information from a variety of different
information sources, both locally and held nationally, to
deliver a complete member profile to the agent. The
scripting capabilities of synTelate mean that the AAA
Merrimack Valley can minimize agent training time while
simultaneously boosting productivity and employee
confidence in call handling.
"synTelate provided
exactly what we were looking for in our Call Center:
correct, consistent Customer Service from our staff via
the scripting and reference source components," comments
Edward Hart, Vice President, AAA Merrimack Valley. "The
biggest gains were realized in significantly reduced
training time and the increased confidence level of our
agents. We've expanded synTelate usage throughout all our
offices, with an emphasis on company-wide self-study
training programs and consistent information management.
We felt it was unrealistic to expect employees to remember
everything, but now they know where to find, and quote,
correct information quickly."
Kevin Clark,
CEO of synTelate Corp. is equally enthusiastic. "We have
always been delighted with the demonstrable benefits that
synTelate has provided at AAA Merrimack Valley. It is a
forward thinking club that is now taking synTelate into
areas that were not originally scoped for the
implementation. Nonetheless, synTelate is delivering in
these areas as well."
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