Customer Success Stories

ICOM Puts in Order Multiple Requests and Projects

Challenges

Lack of a centralized solution for incoming requests

7,500+ customer requests arrive in different formats via different sources: phone, fax, mail, email, etc. Once received, these requests had to be reentered into a home-grown tracking system.

Time-consuming manual request assignment

The department manager had to manually assign all incoming requests to the appropriate personnel. This process took an enormous amount of time, was prone to errors, and provided very little audit or search capabilities.

Solution

Project tracking
The lifecycle of projects and their creation is now entirely in the Birdview PSA system. They are easy to monitor and engage the necessary resources
A Single source of truth
If before everything was done manually and required a lot of attention from the manager, now the project management tool takes care of most of the manual work. Absolutely all requests and assignments go through Birdview PSA. So all ICOM employees and managers are aware of everything that is going on.
Team collaboration
The ICOM team uses Birdview PSA to track time, exchange messages, store project related files and many other things on a daily basis.

Results

Once Birdview PSA (formerly Easy Projects) was implemented, the ICOM team made a rule. All requests are now submitted only through Easy Projects and, based on the specified rules, are automatically assigned to the appropriate staff member. The need for double entry was completely eliminated. As a result, they were also able to decrease miscommunication and the number of searches. With records and an audit trail for everything within one place, Birdview PSA proved to be an indispensable tool for SOX compliance.

ICOM was able to save at least 10 minutes per request for team members and about 5 minutes per request on manager’s time. That’s a savings of approximately $45,000 a year. Birdview PSA is now recommended for use in other departments.

ICOM Information & Communications L.P. is a full-service provider of targeted list, data communication solutions, and analytic services for consumer packaged goods (CPG), over-the-counter (OTC), pharmaceutical, market research, and auto industries. The company was founded in 2006 and operates in North America, as well as the direct response sector in Canada. Leader in targeted marketing solutions designed to enhance integrated marketing initiatives and drive return on investment, ICOM manages the largest permission-based direct response survey database in North America, providing its clients with superior customer insight and marketing results.

Industry
Marketing and Advertising
Team Function
IT Department
Employee Size
90+

What was replaced

Home-grown tracking system

45K

USD saved a year
10

minutes saved per request

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