 |
Case Studies
CARRA (Commission Administrative des Régimes de Retraite et d’Assurance)
Business Profile
CARRA (Commission Administrative des Régimes de Retraite et d’Assurance) is a provincial government agency which manages pensions for government employees. In total, they manage 500,000 customers, of which 185,000 receive a monthly pension. They process over 60 000 written requests per year and receive 250 000 calls for information.
|
Partner
CGI Corporation |
Industry
Government |
Geography
Canada |
eBusiness Applications
Siebel Call Center 7
MQ Series
Oracle |
Benefits
- Improved access to customer information
- Reduce training costs
- Reduced call time
Faster, streamlined operations to process requests
- More efficient utilization and allocation of
resources for processing requests
|
The Situation
Since it’s creation in 1973, CARRA has mostly used mainframe systems to manage its extensive customer base to manage government employee pensions.
With over 60,000 written requests per year and over 250,000 calls for information regarding pension benefits response times to customer inquiries were increasing in duration due to two main reasons:
- numerous systems being accessed by customer representatives to obtain customer information
- accessing systems with non user friendly interfaces in order to provide customers with the proper information in response to their
inquiries over the telephone.
The Challenge
The following items were identified as areas of improvement through the implementation of the Siebel Call Center solution:
- Decrease average time per call (currently 17 minutes)
- Reduce training time (current average is 4 months)
- No common tool existed to view all customer information in one application
- Inconsistent look and feel of the applications
The same information must be keyed in multiple times (SIN number is keyed 10-12 times per call)
- Information on a client is not shared between departments
- No call history
- Information can only be obtained using the SIN number
The Skura Solution
In partnership with CGI, our team worked with CARRA’s resources to analyze current processes and identify opportunities of improvement for the new system. The team then produced business requirements, technical requirements and a design document for the new solution. Skura and CGI formed a partnership to offer a fully integrated solution. Skura brought in its expertise of Siebel and related components, while CGI brought in government experience, business and process analysis and acted as the global integrator of the solution.
Siebel Call Center was put in place as the backbone of the information infrastructure and acts as the main portal for customer information. All service requests are now processed via Siebel, while key information on other systems is also available in Siebel, using MQ Series and VBC’s. Call time has been greatly improved while a global picture of the client’s information is also available to the customer representatives.
With the new, integrated solution in place, CARRA is now able to provide customers with a better service and faster response times. Key information about the customer is readily available in a timely fashion. The solution is much more user friendly, offering a common approach across key areas of the operations.
|
