Business Situation

Keais uses a records management database named MR created by OMTI. They had experienced growth in business and decided the time was right to introduce a way to track the phone system activities and utilization for their client cases. They purchased a call center package from TouchStar. Keais needed a way to integrate their case tracking system with a completely foreign call center package.

Solution

Pineywoods created an integration solution to perform the data update and reconciliation between the Touchstar and MR systems. The integration agent allowed updates from either system to take place in both databases.

Results

Keais was able to completely forego the need for a dedicated staff member to perform these updates. This solution saved time, provided updated feedback for case metrics, and gave Keais an advatage over their competitors.