Customer Service Framework (CSF)
Service Framework (CSF), a robust, full-function customer
care system developed for public utility companies,
uses MitemView to interface
a legacy Customer Information System to a new agent
is designed to increase customer satisfaction by transforming
every call center agent into an expert user. CSF provides
automated workflow, improved ease-of-use, expert assistance
and real-time integration with disparate customer systems.
CSF has been proven to lower operating costs, particularly
in ramping new hires and staff productivity. CSF can
be installed, fully configured and deployed in six to
nine months for significantly less cost and effort than
required for implementing a new customer information
system. Public Utilities wary of undertaking a major
CIS replacement project in light of restructuring, or
those considering a packaged CRM solution to improve
their service levels, should consider CSF.
provides the essential customer service functionality,
including viewing and maintaining
customer data and billing and collections information,
handling emergency situations, managing service orders,
and miscellaneous inquiries.
can use its innovative technology architecture to tailor
a system suited to your specific environment, including
creating a real-time interface to your existing CIS.
Services Group will customize the solution based
on your requirements, providing the development, project
management and training resources required for a successful
resultant CSF implementation will provide a framework
that allows for system expansion and enhancement such
as computer telephony integration, on-demand document
imaging, web self-service applications, and other third-party