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Cisco Case Study: MISS DIG 811

Transforming customer service

MISS DIG 811 provides a free service in Michigan that safeguards utility infrastructures before new excavation projects begin. Learn how the Cisco Customer Journey Platform helps this company’s leadership deliver on their vision to centralize multiple communications platforms, enable and connect remote workers, and serve their customers 24/7, 365 days a year.

Summary

Challenges

  • Outdated, voice-only call center
  • Callers routed to first-available representative vs. the right person
  • Transferred calls dropped or sent to voicemails
  • Lack of integration between call center and customer relationship management (CRM)
  • No historical data to differentiate first-time and repeat callers

Results

  • Increased agility, collaboration, and productivity for agents and managers
  • Intelligent routing and reduced costs
  • Better customer service and analytics
  • Enabled remote workforce 24/7, 365 days a year

Fulfilling a company’s vision

"Using [Cisco Customer Journey Platform] is enabling me to fulfill my vision at MISS DIG. We are now a web-based, cloud-based, agile, mobile center that can reach anyone from anywhere who’s going to be doing excavation or design services related to underground utilities."

Bruce Campbell, CEO, MISS DIG 811

Who is MISS DIG 811?

Industry:Public service
Location:Detroit, Michigan
Website: http://www.missdig.org/

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