Itautec.com Servicos, the technology solutions division of the Brazilian conglomerate Grupo Itau, has standardized on Siebel eBusiness Applications.
Itautec.com Servicos is a wholly owned subsidiary of the leading Brazilian organization, Grupo Itau. The company provides bank automation, call center, and other technology solutions to financial services, retail, and manufacturing customers throughout Brazil.
The company is introducing Siebel Field Service to create a single, comprehensive view of the customer. This strategy will enable the company to increase productivity; deliver consistent, high-quality service across multiple channels; and enhance customer satisfaction and loyalty.
Siebel Field Service will enable up to 1,000 Itautec.com Servicos customer service and technical assistance professionals to manage all activities related to maintenance, event programming, service inventory, quotations, orders, parts exchange, and sales.
Using the software, the company will manage more than 4,500 technical support inquiries each day, through any channel the customer chooses, including the Internet, email, telephone, field visit, and postal mail, for optimal productivity and customer satisfaction.
"Our eBusiness strategy provides Itautec.com Servicos' customer service professionals with the information they need to deliver seamless, rapid, and high-quality customer service," says Paulo Andre de Sousa, IT Manager, Itautec.com Servicos.