Agents create or update the incident records the calls refer to, and they use Apropos' software to select which groups of support reps should handle calls. The agents transfer the calls and the records to support reps. Between 54 and 55 support reps at the center in Bala Cynwyd assist customers with most of Primavera's products. Primavera assigns reps to groups related to certain products, and further divides these groups between reps who troubleshoot problems and those who answer questions about how to use products. The company routes callers who are in queue the longest to the first available support reps in the groups the agents transfer them to.
Reps can decide if they want to take calls in queue for their groups.
The center in Bala Cynwyd receives between 4,200 and 5,000 calls per month. Breneman says that customers often ask for help with installing the software and with printing project diagrams. The number of calls peaks after the December holiday season, when Primavera's customers start to plan their construction projects. Breneman is most impressed that Apropos was willing to assist Primavera with establishing its current routing rules during a weekend in July 2000, when Primavera moved its main support center to a larger site in Bala Cynwyd. Before then, Primavera maintained a tiered system in which there were first-level support reps who had to answer customers' questions within 15 minutes.