AT&T
Atlanta, Georgia

The Challenge

Task completion and productivity levels were not at full potential. Retrieving information was anything but a smooth process. These observations were uncovered by an HCC consultant while serving as an Information Systems Manager at AT&T. The observations were brought to executive management’s attention just in time. Because the impact on the bottom line was reaching a critical point.

The Solution

To rectify the problems, recommendations were authored and presented to AT&T which would enable them to eliminate the multitude of reporting systems, and integrate them into one central reporting mainframe. Internal requirements were defined and established. Then the all-important determination was made to develop special client/server architecture in order to convert AT&T’s computer terminals. This step required gaining interdepartmental approval. Once their approval was achieved, the next step was to gain executive level management approval. After successfully gaining the “green light” from executive management, third party vendors that could provide the hardware and software were identified and sourced, and specifications for improvements were clearly defined. Finally, the right vendor was selected that could meet all requirements and performance criteria. Executive management members were continually briefed on the project’s direction. The implementation was closely scrutinized. Supervising training of AT&T associates on utilizing the new hardware and software was the final phase, and the project was successfully completed.

The Results

HCC’s consultant designed access system resulted in providing a 20% increase in customer satisfaction. This system also significantly increased productivity, and circumvented a strong potential for revenue loss.