Antech decided to consolidate its 10 western call centers into a single, customer-service call center operating out of Irvine, California.

Antech knew they would need a system to track information about customers, testing procedures and results, couriers, supplies, etc. from multiple remote test lab locations into a centralized knowledge base. To support this initiative, Antech turned to Cincom to implement its Encompass CRM system for call centers.

Prior to installing Encompass, retransmission of test results (30% of their daily requests) was a manual process that took approximately five minutes to complete. Now the process is automated and can be completed in seconds – without agents leaving their seats.