Case Study: QUALCOMM achieves improved quality, efficiency and productivity with OpenText

OpenText Assure Improves Quality, Efficiency, and Productivity at Qualcomm

QUALCOMM Wireless Business Solutions Europe (QWBSE) provides wireless applications and services to European logistics and transportation companies and was struggling with fragmented customer information across regional offices, manual, time-consuming workflows, and weak hotline tracking—issues that hindered customer care and competitiveness. To continue improving service quality and operational efficiency, QWBSE needed a single, flexible customer management system that could centralize data and support growing workloads.

QWBSE implemented OpenText’s Customer Services solution, creating a single Europe-wide, customizable database used by 58 users to record contacts, products, activities and processes and to automate tasks like RMAs. The result was faster, more accurate handling of customer requests, reduced errors, better sales forecasting and reporting, improved day‑to‑day management and expansion of the system, and stronger customer insight across the business.

Qualcomm

Emmanuelle Abbink

Manager, Technical Support