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State of California, California Department of Corporations Call Center Management System

California's Department of Corporations licenses a broad range of businesses, including stock brokers and dealers, escrow companies, and mortgage bankers. It also regulates securities sales, franchises, and off-exchange commodities. One of the Department's primary missions is to educate the public regarding the risks and rewards of participating in the investment and finances market. When the state made it a high priority to provide better service to the public through effective, contemporary information technology, the Department recognized that it had an opportunity to vastly improve its customer service by implementing a centralized complaint and inquiry information management system at its call center in Sacramento. The Department wanted to have the ability to act more proactively on the public's behalf by responding to a higher volume of calls, delivering prompt, helpful responses, and reliably tracking issue and resolution information.

The Department's divisions, distributed throughout the state, were using a combination of several disparate databases and paper-based tracking systems. It was extremely difficult to distribute, consolidate, or review information among divisions. After call and complaint information left the call center of the Department's Consumer Services Office, it was almost impossible to track issues to resolution, since all pertinent information was only accessible by the individual divisions' own personnel. It was impossible for the center's team to tell whether divisional staffs were following up on complaints that the call center had referred to them. The call center's tracking systems didn't integrate with customer information systems used in the divisions. Any modifications to the call center's system required extensive IT team involvement.

The Department's call center wanted to track complaints and inquiries centrally for all departmental divisions, and give customer service staff access to all records. When citizens or businesses sought information or feedback on their concerns, the call center team needed to respond promptly with relevant information, preferably without forwarding calls to somebody outside the call center. The new complaint management solution would also be available to designated personnel in each division.

Eskel Porter provided a full range of services for the implementation of the Department of Corporation's Call Center Management system, including initial requirements analysis, customization, data migration, testing and training. The implementation began with the migration of 45,000 records into Microsoft CRM, which took only 16 hours. The remainder of the roll-out took four months.

With the implementation of Microsoft CRM, the Department consolidated its call tracking and complaint management systems for three of its four divisions.

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