Case History

Percepta
Percepta was established on April 11, 2000 as a global joint venture between Ford Motor Company and TeleTech Holdings Inc. Through Percepta, Ford integrates its extensive understanding of the automotive industry with TeleTech’s technological and management expertise to bring its automotive industry clients enhanced customer relationship management solutions.

Percepta Mission
"We deliver integrated CRM solutions to our clients that maximize their customers’ satisfaction and loyalty".

"HotDocs has improved my working day. There has been a significant improvement in productivity."
Steven Gentle, Team Leader – Percepta

Customer service invariably involves sending written responses to complaints, queries and, hopefully, compliments. This is a very important but time consuming part of the operation and a quick response is essential to maintain good relations. It is no different at the Percepta Centre, with 106 people on station responding to a high volume of complex customer contact enquiries a day, there is a requirement to send out, on average, 2000 personalised letters a month.

The customer service industry routinely uses macros to produce their documentation. Percepta have taken this a stage further integrating their Oracle based CRM system into their document automation system. Data is lifted from the database automatically leaving the end user to simply add the relevant customisation in response to intelligent prompts from the software.

Alistair Mackenzie, the lead developer, struggled for some time trying to get Word integrated with their CRM system. "The problem is that, in theory, the direct integration with Word should work. But I found that whatever efforts were made the solution wasn't fully reliable. When we eventually tried HotDocs it was a relief all round. The integration was smooth and I had the fully functioning system working with 126 templates built within six weeks. Integrating new systems is always a challenge but this went without a hitch, people were asking to get the new system from day one."

Mike Bennie, the Project Manager, said "I'm delighted with HotDocs and also the support from Capsoft UK. The feedback from the day-to-day users of the HotDocs solution has been very positive and there is a definite increase in productivity. I would recommend the use of HotDocs as part of an integrated contact centre solution and it certainly has proved to be a true value for money IT investment."