Bis_219_Week_2

Informational Systems and Software Applications. For starters I have selected a multinational company and then narrowed it down to just one department, the department I chose is part of GE Money bank and is the call center which is in charge of assisting the customer communicate defects, issues, particular situations and fraud to other departments and to management, and the direct management must communicate certain issues to outside management and to quality using different applications with the company. For example the customer service representative that assist customer directly every day uses an system that has all the customer information and is updated on a regular basis, or we could say it is updated all the time every minute, I choose this system because with this system the associate will report different issues and will communicate with the fraud prevention department, fraud investigation, disputes and store disputes. What about the other systems' Well customer service has about 7 or 8 different applications they use but I would like to jump over to the management area of the call center, at the same time the customer service representatives communicate using workstation they communicate with another system it is sort of an internal chat called WebEx, this internal chat is used by management to communicate and escalate issues with the outside management and support services. With all this applications running together and used correctly will warranty that the customer gets all the information required and that the issues and questions will be solved with promptitude and satisfactorily, But what if the Level 1 represantites don’t use it correctly' That’s when our third and last departmental application comes in, this one is called Nice, this application is used by managers and the Qcall department ( Quality calls) with this system they monitor, save and evaluate calls from the reps, if and issues was not solved correctly they must send and apology letter to the customer and coach the representative so he can do his job the correct way, also this program is used to record the calls because a lot of legal terms and conditions are discussed in almost every call and this could serve as evidence in case another issue occurs or if the company gets sued. So basically we have discussed how some internal application can serve and tools to assist a customer correctly to prevent issues from happening again to evaluate and to communicate or escalate even more serious situations, by using these applications the correct way we warranty that the customer will be satisfied and if they have another situation regarding they’re credit card they will call and the company will keep its good reputation and excellent service.