Telecommunications Success Stories
Verizon (Bell Atlantic) - Electronic Document Distribution
The Challenge:
As a premier provider of local telecommunications services to the mid-Atlantic region, Verizon required a robust system around which to build top quality customer service and maintain a competitive edge. Prior to the Electronic Document Management Application (EDMA), it took an average of nine days for Bell Atlantic Customer Service employees to receive customer's letters or cards.
The Template Software Solution:
The Electronic Document Management Application (EDMA), built with Template Software's development environment on Verizon's infrastructure, was customized to meet the specific requirements of a sophisticated distributed Workflow correspondence system. The resulting system cut customer service response from 9 days to 2 days. The system automates the receipt, distribution and processing of Verizon's incoming consumer mail to customer service representatives in the mid-Atlantic region. The application scans written correspondence and other customer-related forms into the system and, as a result of Template Software's Foundation and Workflow products, electronically distributes them across Verizon's network to one of five regional service centers. The EDMA was delivered to Verizon by Template Software's Telecommunications Solutions Center, which builds leading-edge software technology solutions for the telecommunications industry.
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EDS - Network Fraud Detection and Minimization
The Challenge:
EDS Corporation's Communications Industry Group provides information technology products and services to telecommunications and media companies worldwide. The company required a global software application to detect telecommunications fraud as it occurs and to notify system operators so they can take action.
The Template Software Solution:
With the mentoring of Template Software's highly trained and experienced support staff, EDS used Template Software's Foundation product to build a highly successful fraud management system in just nine months with a team of seven developers. By using the Foundation software, EDS was able to build a system with the capability to change its business rules quickly to accommodate new fraud patterns and to adapt to phone system changes and upgrades.
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