Ontario Systems Launches New Product Support Center

Ontario Systems recently launched its new Product Support Center, which increased customer satisfaction by doubling first call resolution. This was accomplished using a skill-based routing system, which directs calls to the most appropriate expert available.

?While our former support model led the industry, we believed reengineering our processes in a new, Product Support Center environment would allow us to provide even greater levels of service to our clients,? said Brad Chenoweth, Ontario Systems? vice president, client services. ?As our clients continue to succeed and grow, our team of consultants will be able to better provide the ?right answer, right now? because every call will be routed to the most appropriate consultant available.?

As part of the eight month reengineering process, the company also implemented several other technologies and systems to further enhance support, including workforce automation software, a knowledge base system and an automated escalation process. Currently, up to 15 support consultants staff the Product Support Center during peak volume hours, with more than 80 consultants available.

The development of a knowledge base system, to which all consultants will have access, is currently in progress. Consultants will be able to resolve issues quicker by having access to reusable and documented solutions. Future plans include client access to this system via the Client Resource Center found on Ontario Systems? Web site.

About Ontario Systems
Ontario Systems provides receivables management information systems to organizations that manage large volumes of accounts receivables. These include hospitals, collection agencies, utilities, bankcard organizations. As the largest provider of receivables management products, including the FACS® and CT Vision® systems, Ontario Systems is recognized throughout the industry as the leader in technology and customer service. With operations in Indiana, Ohio and Washington, it is a wholly owned subsidiary of Ontario Corporation, a privately held company based in Muncie, Ind. For more information, visit www.ontariosystems.com.