IDS cuts costs and increases customer satisfaction by replacing manual processes with a solution based on IBM Lotus Notes and Domino 8.5

Published on 18-Mar-2010

Validated on 28 Oct 2013

"IBM Lotus Notes and Domino were key in development of an information management tool that could streamline our back-office tasks into a more cost-efficient and manageable process." - Connie Snellbacher, Chief Executive Officer, Intelligent Data Services

Customer:
Intelligent Data Services

Industry:
Professional Services

Deployment country:
United States

IBM Business Partner:
Lotus 911, Inc.

Overview

Intelligent Data Services (IDS) helps its customers enhance sales and marketing efforts by creating customized tele-sales, tele-research and Web-based information solutions that maximize sales and revenue potential.

Business need:
IDS had been using paper-based processes to start, manage and complete projects, including manual data reconciliation and manual reporting. The company found it difficult to get new employees up to speed on these manual processes rapidly. IDS struggled to accurately track costs and scale appropriately. IDS wanted to replace its manual, paper-based processes with an electronic solution.

Solution:
Utilizing hosted Lotus Notes and Lotus Domino Enterprise Server software, IBM Business Partner Lotus 911 built a Lotus Notes application that automated IDS’s entire business process through a Lotus Notes client and publishes results to two different Web portals. A program administrator imports subscriber data, builds custom call scripts through an easy-to-use interface and then distributes large quantities of the call guides to callers, who replicate to view and process their call scripts.

Benefits:
Automated manual, paper-based processes; Improved ratio of administrative assistants to outbound callers from one-to-three to one-to-twenty, dramatically cutting costs and increasing the company’s competitive advantage; Richer and more user-friendly experience, increasing customer satisfaction; IDS can rapidly add new features while in production, providing the flexibility to adapt the solution to future changes

Case Study

Intelligent Data Services (IDS) helps its customers enhance sales and marketing efforts by creating customized telesales, teleresearch and Web-based information solutions that maximize sales and revenue potential.

Challenge
IDS had been using paper-based processes to start, manage and complete projects, including manual data reconciliation and manual reporting. As its business grew, the company found it difficult to get new employees up to speed on these manual processes rapidly. Furthermore, IDS struggled to accurately track costs and scale appropriately. The company was using one administrative assistant for every three people making outbound calls, an extremely high and costly ratio. IDS wanted to replace its manual, paper-based processes with an electronic solution.

Solution
IDS turned to IBM Business Partner Lotus 911 for assistance. Utilizing hosted IBM Lotus Notes 8.5 and IBM Lotus Domino Enterprise Server 8.5 software, Lotus 911 built a Lotus Notes application that automated IDS’s entire business process through a Lotus Notes client and publishes results to two different Web portals. A program administrator imports subscriber data, builds custom call scripts through an easy-to- use interface and then distributes large quantities of the call guides to callers, who replicate to view and process their call scripts. The Lotus Notes software allows users to replicate large quantities of data and work offline, then synchronize their data back to the server several times throughout the day. Following synchronization, all call script data is automatically processed to generate reports.

The Lotus Domino Enterprise Server software not only acts as a centralized host for the Lotus Notes application for all users, but also allows IDS to publish the resulting reports to two separate Web portals—one for advertisers and one for publishers— replacing the company’s legacy FTP site. Advertising and publishing customers can now view reports, create their own custom reports via the Web portals and make modifications to their profiles for future call campaigns.

Benefits
- Working with Lotus 911, IDS rapidly developed an application that automated its manual, paper-based processes
- The new solution has improved the ratio of administrative assistants to outbound callers from one-to-three to one-to-twenty, dramatically cutting costs and increasing the company’s competitive advantage
- Offline access and replication allows IDS to recruit remote callers who can replicate call lists and work locally from home, further reducing costs
- The solution provides customers with a richer and more user-friendly experience, increasing customer satisfaction
- IDS can rapidly add new features while in production, providing the flexibility to adapt the solution to future changes

Products and services used

IBM products and services that were used in this case study.

Software:
Lotus Domino Enterprise Server, IBM Notes

Legal Information

Copyright IBM Corporation 2009 IBM Corporation Software Group Route 100 Somers, NY 10589 U.S.A. Produced in the United States of America December 2009 All Rights Reserved IBM, the IBM logo, ibm.com, Domino, Lotus and Lotus Notes are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at ibm.com/legal/copytrade.shtml. Other company, product or service names may be trademarks or service marks of others. The information contained in this documentation is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this documentation, it is provided “as is” without warranty of any kind, express or implied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this documentation or any other documentation. Nothing contained in this documentation is intended to, nor shall have the effect of, creating any warranties or representations from IBM (or its suppliers or licensors), or altering the terms and conditions of the applicable license agreement governing the use of IBM software.