The concepts learnt with the livepro® Work Instruction Step-by-Step approach and the One Question, Same Answer, Different Voice philosophy, as well as using the system to map our existing content has been an opportunity for considerable continuous business improvement and cost savings – which we believe will only continue to grow as further areas of our business are moved on to the livepro® system.
Dealings with IMC and using the livepro® system has been a very positive experience from the beginning of our analysis of requirements and ROI, through to our training and development phase.
The system itself is intuitive and easy to use and has enabled us to quickly train the required Content Experts to publish information, with our Customer Operations Project team being spread across 3 sites (Cleveland – QLD, Auckland – NZ and Dunedin – NZ).
Assistance and advice from staff at IMC has been excellent with very quick response times, friendly and helpful people and a professional approach to working with us. This approach has helped to form long term relationships and the continued development of a Customer Management system that will become a vital part of our day to day Contact Centre operations.
Nicolette Neish
Project Manager, Customer Service Operations
Fisher & Paykel
