We selected the Vantive application suite because it provided a wealth and breadth of functionality, says Khosravi. The toolkit was very flexible and powerful, which enabled us to do a lot with it. The scalability was also very important to us. Facing Rapid Change with Flexibility EarthLink s business today is vastly different from that of just four years ago. What was once important, like connectivity issues, is not as important now on the customer s hit list.
Customers are more sophisticated.
They want better service and more options. EarthLink has also evolved and grown over the past four years as their customer service needs have grown in complexity and size. EarthLink s 4,000 call center reps now handle a larger volume of calls as well as different types of requests. We ve had to be smarter in the way we deal with our customers while providing better service. The challenge has been handling more customers without having to linearly grow our support staff, and to harvest the information to support our members and provide better service, explains Khosravi.