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Customer service agents gain a consolidated view of relevant information

Sungard K-12 Education offers a suite of software solutions that are used by school districts nationwide for student information, assessment and curriculum management, special education, as well as financial and human resources.

SunGard K-12 Education wanted to streamline its customer service operations and provide agents with a consolidated view of all structured and unstructured customer information systems, including social communities. To meet that goal, the company deployed Coveo Insight Solutions for Customer Service.

Coveo reports that with its solution, SunGard K-12 customer service agents gain more insight to resolve customer issues efficiently. Coveo’s Insight Consoles automatically consolidate and correlate information from across multiple systems, including SunGard’s CRM and case tracking system, file shares and online customer communities, into a single, role-based Insight Console, configured specifically for SunGard.

Keith Gingrich, VP of customer support operations at SunGard K-12 Education, says, “We are always looking for ways to improve our customer service operations in an effort to serve our customers better and grow our business. As we continue to undergo significant growth, we wanted to scale our operations efficiently while maintaining our high levels of customer satisfaction … Coveo will help us help school districts spend less resources managing technology, so they can spend more resources improving student achievement.”

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