Sykes, a leader in customer contact management solutions, sought a mobile app to enhance employee productivity and access customer data on the go. Softweb developed a feature-rich iPad application, named 'One View', providing comprehensive details on performance metrics and site information for better decision-making. The app has improved customer satisfaction, operational transparency, and has enabled Sykes to manage contact effectively across various industries.

1. PERFORMANCE
TRACKING APP
BUSINESS
INTELLIGENCE TOOL
SECURE LOGIN
MAP VIEW AND LIST
VIEW OF SITES
SEARCH
FUNCTIONALITY
Background
SYKES is a leading provider of customer
contact management solutions and services
in the business process outsourcing (BPO)
sector. SYKES provides a range of
sophisticated customer contact
management solutions to Fortune 1000
companies across the world, mainly in the
financial services, communications,
healthcare, transportation and leisure
industries.
Case Study
A Feature-rich iPad App for Performance
Tracking and Business Analysis
Challenges
SYKES believes in delivering the quality outsourcing solutions and building long-lasting
relationship with the clients by providing the outstanding technical support. SYKES
wanted a mobile solution to enable its employees to access the customer data on the
move and work more productively. Softweb was required to develop an iPad app which
would compile customer data in diverse formats for better decision-making. Our client
wanted the iPad application that would showcase various performance parameters for
their staff on different sites across the globe. The solution was meant to attain operational
transparency into specific client accounts and line of business.
Furthermore, our client also wanted us to include the major categories in an app, such as
Site Goals, Team Roll-Up, Agent Roll-Up, and Financial status of the client to know the
growth.
SYKES sought below features in the app-
After a stringent qualitative analysis, Softweb delivered a highly scalable iPad application
that perfectly suits our client’s specific requirements. We delivered a feature-rich yet
user-friendly app so that users can easily find the information they are looking for. SYKES
wanted the app that would provide all the necessary details at a quick glance, and
therefore it was named‘One View’.
Users have to login first before accessing client details and review the performance of
different sites. The app is empowered with the complete list of sites for a quick view and
search functionality to facilitate the user to find important details quickly.
The app provides the details of the staff, including individual attendance, calls handled,
total calls kept on hold, and much more. Thus, the app helps client to track performance
and attendance efficiently for enhancing customer satisfaction. In all, we built a
feature-rich iPad app that enables SYKES to carry out their business operations smoothly
and enables them to handle their contact management job easily.
Solutions
High level analysis of all client projectsO
Performance trackerO
Access to details of various sitesO
Ability to locate sites easilyO
Easy Search FunctionalityO
R

2. Summary
Contacts are vital to the survival for any
business. As SYKES is a global leader in
providing the most sophisticated customer
contact management solutions to Fortune
1000 companies across the world, it wanted
a mobile app that would provide access to
the sites details and insight of staff
performance to ensure the employees are
aligned, inspired and focused on delivering
exceptional results. Softweb delivered an
enterprise-grade app that presents complete
record of employee performance and goals
of various sites on iPad. With our solution,
the overall level of satisfaction of our client’s
customers has increased and the
turn-around time to customer requirements
has lessened to a noticeable level.
Contact Information
Softweb Solutions
2531 Technology Drive, Suite 312,
Elgin, Illinois 60124
US Toll Free Number: 1-866-345-7638
Email: info@softwebsolutions.com
www.softwebsolutions.com
Case Study
Technologies Used
Platform: iOS
Framework: Cocoa Touch
Architecture: ARM 7, ARM7s
Graphics and Animation: Quartz 2D
Networking and Internet: WebKit
User Applications: Map Kit
Audio and Video: AV Foundation
Supported devices: iPad
O
O
O
O
O
O
O
O
Business Benefits
Helping build a high-performance cultureO
Centralized repository of site informationO
Increased customer serviceO
Improved productivitytO
Better and more accurate dataO
Operational transparency and better insightsO
Helping users know customers betterO
Streamlining workflowO
Higher return on investmentO
R