Eastern Account System Inc. (EASI) is a CT-based collection business whose clients include some of the most respected companies in the healthcare, cable and entertainment industries. They employ over 600 call center agents who need fast, accurate and reliable access to customer information throughout each day. With tens of millions of database records in their systems, EASI’s ability to manage this information effectively had become a major challenge and increasingly tied to growth and profitability objectives. Triple Helix was asked by senior management to design an affordable solution for the company that could scale easily and make the user experience far more intuitive and pleasant.
Over the years, EASI has built a reputation for employing leading-edge technology, such as real-time voice analysis, to differentiate itself in a highly competitive market. However, an internally developed Microsoft Access solution had outgrown its capability to handle the growing number of agents and data volume. It became increasingly slow and needed frequent rebooting. Too many users logging in at once would crash the system. As a result, the agents were less productive, morale suffered and client satisfaction dropped. Adding to the problem, the end user interface was overly complex and contributed to unacceptable levels of human error.
Triple Helix redesigned and rebuilt the user interface, converting it into a web portal and freeing it from the constraints of MS Access. The call center agents now navigate far fewer screens than before, following a more logical and intuitive workflow, reducing mouse clicks and simplifying access to information that had previously been concealed or difficult to find. EASI is also able to scale its user base exponentially without having to purchase costly software licenses or bog down system performance. Finally, the new portal handles all database querying duties, which eliminates EASI’s need to use an additional layer of software that had been required.
We cleaned up and streamlined EASI’s entire approach to data management and call handling. The new open source system allows EASI to manage more than 10 times the data it could before, and there is no longer a “lag” when retrieving data, even with more than 800 concurrent users. It offers almost unlimited scalability and customization options, something not feasible with the use of proprietary, closed source software. Quite simply, EASI could not continue its growth trajectory without this type of technology solution. The alternative would have been a very costly hardware and software investment that still would not have delivered the benefits they are realizing at far less cost.