DirecTV Inc. has extended its use of Oracle CRM On Demand by deploying Oracle Contact On Demand for the retail division of its customer service group, which works directly with dealers. DirecTV worked with Oracle Consulting on the implementation.
Due to its geographically dispersed service area, DirecTV relies on more than 5,000 retailers to sell its services. The new contact center application provides the sales and support agents that manage relationships with these dealers with tools to deliver faster, more accurate service.
With the ability to route calls, DirecTV has enabled the creation of centers of excellence – agents that have specific skills or knowledge in a particular area – which accelerates call resolution, according to Oracle.
Oracle Contact On Demand allows contact center managers to identify problems based on contact volume on specific topics and correct the problems within hours. The contact center implementation builds on DirecTV’s existing success with Oracle CRM On Demand, which it uses as the centralized repository for its 675 sales and support representatives. The application, along with a mobile system from Antenna Software (AMP Sales), has improved sales productivity by empowering DirecTV agents with real-time information.
By reducing reliance on the previous paper-based process for tracking sales and pipelines, DirecTV has enabled its salesforce to reduce time spent preparing for sales calls by several hours per week, giving them more time to spend with customers.
