In the News | Source: | Nov 13, 2013

Harnessing the Power of Business Intelligence

A few years back, Greg Dickinson, CEO of Hiperos, realized he had a problem. As a software-as-a-service provider to Fortune 500 customers like AstraZeneca, T-Mobile and Microsoft, Hiperos needed to provide outstanding customer service. Unfortunately, the system the company used to manage open service tickets was manual and slow. Whenever a corporate customer called in to ask how many tickets were open and the status of each, the customer service rep was forced to look up each one manually. “A Fortune 500 company is bound to have numerous inquiries that result in tickets, and their need to understand status is very important,” says Dickinson.

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