Paymark (case study)
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Since its establishment in 1984 Paymark has grown to process over 75% of New Zealand’s electronic point of sale transactions, and has become critical to the day-to-day operations of most ...
Since its establishment in 1984 Paymark has grown to process over 75% of New Zealand’s electronic point of sale transactions, and has become critical to the day-to-day operations of most retailers.
To support its clients, the company operates a large call centre that fields numerous queries every day. Having quick access to correct, up to date, customer-specific information when a call comes in is essential. On top of that, the nature of its business – payments processing – means Paymark must operate according to stringent protocols. That means staff also need access to a comprehensive, up to date knowledge base when handling customer issues.
SharePoint 2013 allowed Paymark and Intergen to build The Hub, a new intranet to not only house Paymark’s knowledge base and customer databases; but also to deliver a revised, updated (and easily updated in future) knowledge base accessible to all staff (not just those in the call centre); and to create a revised document management system for managing procedures, technical design, letters and the myriad other documents that would normally go on a file server.
More information: http://www.intergen.co.nz/Our-Work/Paymark/
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