TransCom tests a management project for better customer service

TransCom tests a management project for better customer service

By Patricia Daukantas

GCN Staff

The Transportation Command, one of the unified Defense Department commands, is investing $500,000 to improve its customer relationship management.

TransCom's Single Entry Response and Verification Enterprise System, or SERVES, will be a single portal through which all the command's customers can request services and track their accounts, said Richard Crespin, Defense customer relationship leader for American Management Systems Inc. of Fairfax, Va.

SERVES will supply users with personalized service whether they contact the command by phone, Web or e-mail, said Steve Pierson, a transportation specialist at TransCom's headquarters at Scott Air Force Base, Ill.

The pilot will use Siebel Service Enterprise software from Siebel Systems Inc. of San Mateo, Calif., and computer-telephone integration software from Genesys Telecommunications Laboratories Inc. of San Francisco.

Command officials will evaluate SERVES' performance after a 120-day test period.

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