Nextel and the Google Search Appliance
Overview Based in Reston, Va., Nextel Communications is a leading provider of wireless communications services. A Fortune 200 company, Nextel has built the largest all-digital wireless network in the country. Nextel and Nextel Partners, Inc. currently serve 295 of the top 300 U.S. markets, where approximately 252 million people live or work.
The Challenge “An important metric for anyone managing customer relationships is ‘Average Handle Time’,” says Peter Taddeo, senior vice president of marketing for Nextel. “It’s how we judge both customer satisfaction and our own productivity for customer support calls.” Telesales and Web Sales Order support staff handle thousands of calls each day encompassing technical support and sales. Customers call to get help with phone setup, account changes, service changes, technical issues, and order status as well as upgrades and accessory sales. “The calls put us on the front lines,” says Taddeo. “It’s paramount to have excellent customer service.”
“Our order support reps are very resourceful,” says Taddeo, “but even with the extensive knowledge base on our intranet, we needed a fast way to search for the right document at the right time. Our overwhelming need was for a real search solution – a way for our reps to find the right information in real time to help resolve issues and get customers up and running.”
Recognizing the need for a different approach, Nextel began the search for tools to help reps find answers efficiently, reduce call times, and provide the best possible customer service.
“The fact that it was so easy to set up and use was certainly a deciding factor for us,” says Taddeo.
End Result Using the GB-1001, the Nextel team is able to post more documents to the intranet quickly and with confidence, knowing that they will be located efficiently using Google search technology. In addition, Taddeo reports that more calls are resolved on first contact – an important measure of positive customer experience and productivity. “The Google Search Appliance clearly enables our reps to quickly fi nd the information they need on our intranet, and use it to respond thoroughly to a customer call,” he says.
About the Google Search Appliance The Google Search Appliance is an integrated corporate search solution that extends Google's award-winning search technology to intranets and websites. The Google Search Appliance is available in three models: the GB-1001 for departments and mid-sized companies, the GB-5005 for dedicated, high-priority search services such as customer-facing websites and company-wide intranet applications, and the GB-8008 for centralized deployments supporting global business units.