Case Study: Royal Administration Services doubles call center throughput with Practical Computer Applications

Royal Administration - Customer Case Study

Royal Administration Services, a provider of automotive warranty and service plans, was struggling to run its business on a brittle fax-based process and an in-house MS Access application that managed warranty claims, customer data, and operations. The system was difficult to maintain, crashed daily, and caused delays and errors in call center operations, limiting reporting and business growth. Practical Computer Applications (PCA) was brought in to stabilize the environment and support the company’s core workflow.

Practical Computer Applications rebuilt and optimized the application, reorganized the data, added security, replaced fax handling with XML data interchange and ASP.NET web services, and implemented a SQL Server back end with an MS Access front end. The result was a stable end-to-end warranty sales and customer support system used by about 80 users, managing more than 500,000 records, integrating with MAS 90 accounting, and producing accurate reports. Measurable benefits included doubling call center throughput per rep, reducing data entry errors from 20% to under 1%, eliminating downtime, and improving reporting and analysis.

Royal Administration Services