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Scenarios

Verisae—Call Center Agent for a Regional Retailer with internal and external service providers

          “I accept calls from various store locations for a major food retailer when assets break down or need maintenance, locate a contractor and send the best one out to the location to execute the repair. Before we invested in Verisae, I was really unable to do my job well and it was costing the company big dollars. Calls would come in and I’d have no idea if a previous call on that particular asset had been made or not. I spent a lot of time digging through files trying to figure out the status of a repair, what vendor to send and if we had the most updated cost sheets on the vendors who were available. It wasn’t uncommon for me to issue multiple work orders for the same maintenance job or, on the other hand, to dial up everyone on my call sheet to no avail. As time marched on, assets were not being repaired efficiently and the site mangers would be upset. Quite frankly, how could you blame them?

          Now that my company uses Verisae's call center software their ESM module, I am able to be an asset rather than a liability. The software facilitates the centralization of all the information you could ever want to know about every asset that the company owns, no matter where it is located. When a call comes in, I locate the asset and a whole data bank of information becomes available to me: where is the asset, who are the preferred vendors, what are the preferred vendors’ current pricing guidelines, how much time will it take for the vendors to respond to a call, you name it. That’s not all that Verisae does for me. Once the vendor is dispatched, the system follows the maintenance and repair. Can you believe it? Now I know what vendor was sent, what the problem was, what stage of the repair is in progress, have materials been ordered, has the repair been completed, what are the detailed costs associated with the repair. Yes, the Verisae software has streamlined my position; but, it’s easy to see where it is an invaluable tool to the entire company as well!”