When a major catalog retailer needed to upgrade an entire call center in two months, Sun Installed Base Business (IBB) consultants devised a pricing and delivery strategy that gave the customer the necessary competitive edge on-budget and on-time.

In July 2000, the catalog retailer decided to upgrade their entire Ordering Control Center (OCC), integrating the call center with their online operations, offering customers new and improved services, and speeding the ordering process. At first the task seemed daunting: Install 2000 workstations in 60 days, and make sure users were proficient enough to handle the flood of new business. They had a tight schedule and rigid budget requirements

Sun IBB sales staff devised a strict schedule to meet the start date and then worked closely with Sun business units to ensure that everyone stayed on course. The rigorous schedule was a success as IBB, engineering, QA, and installation staff came together to meet the goal, with two days to spare.

The Sun UltraTM workstations themselves helped meet the tight schedule. System Administrators readily embraced the SolarisTM Operating Environment (OE), making the conversion a seamless exercise. Re-training costs were low, and the transition to the Sun Ultra 5 workstations was easy because users were already familiar with their business applications and the Solaris OE. The new workstations and operating environment provided them with the performance and capacity to keep up with the holiday orders. [...read more...]

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