Proside contributed to city council of Pombal awarded an honorable mention
City Council of Pombal awarded honorable mention in the framework of the CIO Awards 2012, organized by IDC, on 19th April.
According to the leaders of the IDC, this initiative aimed to assess the "ability to improve and optimize business processes."
Proside implemented a solution that allowed the City Council of Pombal centralize the various service channels, such as: Voice, SMS, WebChat, Mail and Fax, integrating them with the system SugarCRM (Customer Relationship Management), also implemented by Proside.
According to officials of the City Council of Pombal "The project enables integrations with various information systems of the organization, which thus facilitates the identification and characterization of the origin of the contact. You can now access information more quickly and thus provide a better service. "
Since the project was implemented, the City Council of Pombal answered 24,670 telephone calls, answered 221 "webchats" and treated about 38,288 e-mails. The average waiting time for care of an interaction (voice, email, webchat) has declined, standing at this point in 28 seconds.