• March 12, 2002
  • By David Myron, Editorial Director, CRM and Speech Technology magazines and SmartCustomerService.com

Zamba Integrates At Canon Despite Downsizing

Although grappling with downsizing measures, Zamba Solutions is still landing big clients. Most recently, Canon Information Technology Services (ITS), a customer support subsidiary of Canon U.S.A. Inc., went live today with a contact center solution installed by Zamba Solutions.

The customer win comes on the heels of a restructuring effort from Zamba last in which the company is looking to cut overhead expenses by $4 million annually. The restructuring measures for the CRM consulting and systems integration company include a headcount reduction (two executive vice presidents were laid off), subleasing two offices, and cutting pay for its executives.

However, the cutbacks have not stopped Zamba's ability to consult its CRM clients. By leveraging Canon ITS' existing investment in Aspect's DataMart technology, Zamba helped Canon ITS to streamline and consolidate reports, provide managers with more timely and customized reports, and decrease processing loads.

That Zamba replaced Canon ITS' ACD reporting with the DataMart solution, Zamba has increased the historical information available to Canon ITS' operational managers from 90 days of data to an unlimited history. Canon ITS' operations managers now have more flexible access to the information they need to improve contact center operations and efficiency, and are able to devote more managerial time toward improving quality of service.

"Zamba went above and beyond by proactively providing us with more than we had initially requested, while accomplishing every goal we set for them," said Elliot Cohen, assistant director of technology at Canon ITS. "They made sure that we kept the project tied to a strategic vision for our contact center, while working with our product vendor to ensure a smooth implementation of the reporting solution."

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