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Kichler Lighting Reduces Call Center Volume by 38% With Web-Based, Self-Service Dealer Portal: As business grew, Kichler's customer service call centers faced large volumes of calls from individual dealers requesting information. Dealers would often call to check the status of an order, the availability of an item, or an estimated time-to-delivery for a recently scheduled shipment. The telephony-based call centers restricted customers' access...; Tags: Web, Oracle Corp., Dealer, Call-center, Kichler, Portals, Call Centers, Web Technology, Customer Relationship Management (CRM), Internet, It Operations, Enterprise Software, Software; Case studies 2009-02-01

Lighting the Way to Better Customer Service: Unified Communications Connects Staff, Clients: Kichler Lighting enlists Cisco Unified Communications and Cisco Self-Defending Network to secure and expand the reach of business-critical information and strengthen employee and customer contact.; Tags: Customer Service, Unified Communications, Cisco Systems Inc., Kichler Lighting; Webcasts 2007-04-18
IT Commandment: Thou shalt loosely couple: Hard wiring processes should be a sin, let's do away with it once and for all. Since the dawn of computing, applications have been rigidly architected, and therefore tightly dependant on one another. Change one application, or interface, and you risked breaking many other applications. As a result, there's been...; Tags: Enterprise resource planning (ERP), Web services, IT Commandment, information technology; Blog posts 2006-04-10
Controlling one's own fate, through SOA: Can SOA help companies extend end-of-life back-end applications? It sure can. A few weeks back, I had the opportunity to chat with Susan Rzyczycki, director of application development for Kichler Lighting, which sells decorative lamps and lighting fixtures to showrooms and bigbox hardware outlets. The interview appeared as part of...; Tags: Service-oriented architecture (SOA), Web services, Middleware, Enterprise software, PeopleSoft Inc., SOA; Blog posts 2006-01-20

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