Confronted with spiraling product fulfillment and distribution costs and limited customer service functionality, a publishing company needed to maximize its IT investment, reduce costs and improve customer service. So it called on EDS. By integrating the publisher's front- and back-office processes, EDS improved visibility into operations and laid the foundation for handling growth-related issues such as larger order volumes and seasonal peaks. EDS now manages the company's complete order and payment processing operation and fulfillment functions, as well as a new automated customer care center, which has saved the company $690,000 in just 21 months. On average the customer care center now handles 40 percent of all calls, freeing agents to manage orders and complete other administrative duties. Meanwhile, customers receive orders 30 percent faster than before.
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