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Posted October 18, 2001 By Robyn Greenspan     Feedback

New Hampshire Department of Health and Human Services utilizes solutions from Seneca Corporation to improve its customer service satisfaction through more effective call management and knowledgebase systems.

Big businesses are not alone in their quests for effective customer relationship management techniques. New Hampshire Department of Health and Human Services (DHHS) utilizes solutions from Seneca Corporation to improve its customer service satisfaction rating from 4.85 to 4.97 on a 5-point scale during an 18-month period. This rating was determined through random surveys of DHHS callers.

DHHS is comprised of approximately 2,800 users in more than 20 locations statewide and Seneca's solutions allowed for uninterrupted service for the organization's 2,100+ incoming calls per month. Seneca has developed a support portal and knowledgebase to further enhance DHHSS' services while also training DHHS' helpdesk support on its Web-based Call Management System, beCyber Customer Support System.

The beCyber Customer Support System, from Seneca's partner Cyberserv, provides an extensive online management system for tracking caller demographics, performing action-oriented tasks, generating various reports, and completing online surveys and questionnaires.

"By providing unparalleled service to our customers we are seeing a documented improvement in customer satisfaction," commented Eric Shott, president of Seneca. "DHHS exemplifies our mission statement, that Seneca enables organizations, in this case DHHS, to focus on their business objectives, while providing a broad range of customizable technology support services."

Located in Concord, N.H., DHHS promotes and protects the health and safety of New Hampshire's citizens, while also providing a comprehensive and coordinated system of health and human services.

Seneca, based in Vienna, Va., is a privately held company that is a single source for outsourced and in-house technology support services. Clients include State of New Hampshire DHHS; Linotype; National City Corporation; ISA; Anchor Med; U.S. Department of Education; Pete's Coffee and Tea; Department of the Navy; National Guard Bureau.

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