The COVID-19 pandemic brought immediate challenges to maintaining the superior level of customer service we are accustomed to providing at the FI$Cal Service Center (FSC).  When teleworking started in mid-March, customers calling the FSC for assistance had to leave voicemails and wait for a return call.

Although FSC Level 1 (L1) analysts were responding promptly to customer requests, once it became clear that teleworking would continue for a longer period of time, we realized a new approach was needed in order to maintain the FSC’s mission of excellent customer service. The FSC enlisted the assistance of our Information Technology Division to overcome this challenge. In a record two weeks time, we were able to seamlessly implement Amazon Connect as a solution.

Amazon Connect is a cloud-based software that allows FSC L1 analysts to receive customer calls via their computer instead of a regular phone or cell phone. It also provides a variety of metrics for management review to help ensure continuity of customer service.

Now, via this new tool, end users calling into the FSC immediately connect with the next available FSC L1 team member, streamlining the process for faster service. Customers calling after normal business hours have the option to leave a voicemail and receive a return call the following day.

The FSC continues to pursue solutions like Amazon Connect and ServiceNow Chat so we can provide you, our customers, with timely responses and first-rate customer service.