Case Study: One of America’s Largest Customer Contact Centers achieves streamlined customer communications and reduced operating costs with Napersoft CCM

One of Americas Largest Customer Contact Centers Streamlines Customer Communication with Napersoft CCM

Largest Customer Contact Center, which supports AARP members and handles inquiries for a major insurance and asset-management organization, needed to improve contact-center support, reduce operating costs, simplify processes and deliver real‑time customer communications. To meet those goals they selected Napersoft and implemented Napersoft CCM alongside their Siebel CRM to replace labor‑intensive document processes and speed personalized correspondence.

Napersoft integrated Napersoft CCM with Siebel, using a Word‑based template authoring tool so non‑IT staff could create and maintain templates quickly; the upgrade was completed in under three months with no service interruption. The solution enabled the center’s ~1,200 users to produce 2,500–5,000 letters per day, cut manual processing and postal costs, reduced errors, increased employee productivity and customer satisfaction, and—per the customer—paid for itself after automating the first ten most common letters.