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Challenge
Nextel’s Telesales and Web Sales Order Support teams, receive thousands
of calls each day. In this intense CRM environment, the agents have to
access the right information quickly.
Solution
“Today we completely control search on our site, and we have the flexibility
to modify the solution at any time as our needs change.”
Product
Google Search Appliance (GB-5005 and two GB-1001)
Benefit
“Now our service reps have easier access to product and support information,
so they can answer questions and help customers more quickly.”
Peter Taddeo
Senior Vice President of Marketing,
Nextel
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Nextel and the Google Search Appliance
Overview
Based in Reston, Va., Nextel Communications
is a leading provider of wireless communications services.
A Fortune 200 company, Nextel has built the largest all-digital
wireless network in the country. Nextel and Nextel Partners,
Inc. currently serve 295 of the top 300 U.S. markets, where
approximately 252 million people live or work.
The Challenge
“An important metric for anyone managing
customer relationships is ‘Average Handle Time’,” says
Peter Taddeo, senior vice president of marketing for Nextel. “It’s
how we judge both customer satisfaction and our own productivity
for customer support calls.” Telesales and Web Sales
Order support staff handle thousands of calls each day encompassing
technical support and sales. Customers call to get help with
phone setup, account changes, service changes, technical issues,
and order status as well as upgrades and accessory sales. “The
calls put us on the front lines,” says Taddeo. “It’s
paramount to have excellent customer service.”
“Our order support reps are very resourceful,” says
Taddeo, “but even with the extensive knowledge base on
our intranet, we needed a fast way to search for the right
document at the right time. Our overwhelming need was for a
real search solution – a way for our reps to find the
right information in real time to help resolve issues and get
customers up and running.”
Recognizing the need for a different approach,
Nextel began the search for tools to help reps find answers
efficiently, reduce call times, and provide the best possible
customer service.
The Solution
Nextel chose the Google Search Appliance
to install on the Telesales and Web Sales intranet, which houses
thousands of HTML, PDF, and ASP documents on a single server.
It is dedicated to customer service search help.
“The fact that it was so easy to set
up and use was certainly a deciding factor for us,” says
Taddeo.
End Result
Using the GB-1001, the Nextel team is able
to post more documents to the intranet quickly and with confidence,
knowing that they will be located efficiently using Google
search technology. In addition, Taddeo reports that more calls
are resolved on first contact – an important measure
of positive customer experience and productivity. “The
Google Search Appliance clearly enables our reps to quickly
fi nd the information they need on our intranet, and use it
to respond thoroughly to a customer call,” he says.
About the Google Search Appliance
The Google Search Appliance is an integrated
corporate search solution that extends Google's award-winning
search technology to intranets and websites. The Google Search
Appliance is available in three models: the GB-1001 for departments
and mid-sized companies, the GB-5005 for dedicated, high-priority
search services such as customer-facing websites and company-wide
intranet applications, and the GB-8008 for centralized deployments
supporting global business units.
Contact
sales for more information.
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