An Advanced, CRM-Integrated Call Intelligence Software
As a longtime leader in the global HR industry, Mercer's team wanted a way to streamline the massive amount of calls they received on a daily basis. This prompted Mercer to approach ADK Group to develop an internal application - a Simple Tool - to help them organize contact management from calls routed through Mercer’s internal call center system.
To help Mercer streamline their contact management initiatives, ADK Group developed a web-based system directly connected to their internal enterprise desktop software. Throughout the development process, our team worked closely with Mercer’s IT staff to integrate and deploy a high-performance PHP/MySQL internal web application system into their existing enterprise environment.
The result of this close collaborative process between the ADK and Mercer teams was the Simple Tool, an application that can intelligently match incoming calls to existing clients within the Mercer CRM - all the while collecting statistics regarding call volume, the number of calls-per-tech, and in-depth analyses of post-call reports.
After storage, all of this data becomes instantly accessible to Mercer’s customer service reps as they field incoming calls. Now, this data serves as a quick and easy reference point to help Mercer’s employees better understand each customer’s unique needs and point them to the most appropriate products and services.
Half a decade after the initial development and deployment of this advanced application, the Simple Tool was still running strong, helping Mercer’s customer service representatives point clients and customers from a variety of industries and organizations in the right direction. However, the Mercer team had also decided it was time to retire the original server that hosted the Tool to a more modern infrastructure.
To accommodate Mercer’s changing technological needs, our team first conducted a comprehensive tech audit to ensure the application would continue to function seamlessly within the new environment. Then, in 2019, ADK updated the application to work within a new and improved version of PHP, and we also helped to oversee the full migration and implementation of the application to a new Windows Server. With a newer, more advanced infrastructure behind it, the Simple Tool is now more powerful than ever.