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Windstream Communications

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Customer 

Windstream Communications is a provider of voice and data network communications, and managed services, to businesses in the United States. Companies in this space are trying to handle the transition to digital business through leveraging customer analytics, digitizing the client relationship management process and streamlining their application portfolio.

Challenge 

In this project, Windstream focused on optimizing their applications portfolio to help improve the customer experience. Oracle's Siebel was selected to improve customer service as well as providing the ability to either eliminate or integrate industry-specific point solutions. A single unified system would improve the performance in sales and customer service.

Solution 

Eagle Creek provided the enterprise CRM experience to address both the particular CRM challenges as well as the systems and data integration needs. The project included various customizations and integrations for the service and sales agents such as CTI and screen pop. Agents are now able to manage account creation, perform asset-based ordering and have access to catalogs, configurators and can satisfy custom pricing requirements. The combination of the Siebel technology and Eagle Creek's customization and integration expertise has enabled Windstream to manage their customers in a single solution making them more competitive while reducing expenses.

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