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Lottery Management Company |
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 Retailer
Recruitment Management System. |
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| Retailer
& Customer Call Centre Management System. |
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Business Challenge |
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To ensure Y2K
readiness for Ansett, following an internationally accepted 5-stage
methodology with its Millennium Compliance Program. New data management
system included Inventory and Risk Assessment, Vendor Contact, Vendor
Responses Assessment, Remediation and Business Continuity Planning. |
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Boston
Software Solution |
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Designed, developed,
and maintained a PMO database management system to collect Y2K project
status data, testing data, data from QA process. Produced various
reports to the steering committee and to the project team to show
project status, project baseline trends, earned-value results and
staffing requirements.
The designed system was used within Ansett and Ansett’s subsidiaries
including Skywest. Kendell, Aeropelican, Traveland, and ShowGroup.
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Business Challenge |
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NSL Lotteries
Management Company Limited (NSL LMC) is a subsidiary of the National
Sports Lotteries Limited, established to operate Nigeria's first national
on-line lottery game - Lotto Nigeria.
Lotto Nigeria needed to automate the process of handling service requests
from its over 600 retailers spread through out Nigeria. These included
technical support requests, hardware and software fault reporting,
financial accounting issues, and inventory related issues. |
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Boston
Software Solution |
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NSL
LMC Call Centre Action Tracker - “TRACKER" |
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Boston Software
designed and developed TRACKER for Lottery Nigeria. . TRACKER is a
comprehensive web-based customer service application system specifically
designed for NSL LMC Lottery Customer Support Centre environment.
TRACKER’s guided processes and cross-division integration capabilities
ensure that service requests are handled more quickly and comprehensively.
Cross-division integration empowers subject matter experts from divisions
such as Finance, Sales, Marketing, and Legal, to provide high-quality
and personalised resolution to requests from retailers.
Customer Support Centre operators and subject matter experts have
become complete customer contact managers supporting a range of products
and services and providing solutions that consistently meet all customer
needs. TRACKER facilitates a culture of accountability enabling every
category of employees to be involved in solving problems. |
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TRACKER
powerful functionalities: |
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 Manage
service requests from retailers or from lottery players until successful
resolutions are offered. |
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Decrease
service requests handling times and increase first time service requests
resolutions, lowering costs and increasing customer satisfaction. |
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Analyse
service requests. |
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Profile
customers and analyse their needs and wants. |
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Transform
the Customer Support Centre into a central player in the customer
relationship strategy of the enterprise. |
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Drives
ROI through improved operational efficiency. |
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Provide
fast and effective resolutions to problems, or alternatively direct
the operative to relevant experts within NSL LMC. |
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Provide
real-time reporting and analysis to derive strategic and tactical
operational decisions. |
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Up
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to Our Work |
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