Client:

As Taiwan's largest integrated telecommunications operator, Chunghwa Telecom (CHT) currently serves over 20 million subscribers with a wide array of services, including IDD, GSM, broadband and satellite communications, and with connections to over 200 countries.

Challenge:

To maintain its dominant market position, CHT acted to introduce the next generation of its customer-service operations, enabling rapid transfer of information from customer service departments to back-end systems.

Solution:

CHT developed the VPN_CSS (Virtual Private Network for Customer Care Service), an interface between its billing system and service management platform. Built on two Stratus^® ftServer^® W Series systems, the solution enables CHT to revise and update customer information in real time across the enterprise. In front-end operations, this means customer representatives are better informed to serve customers' needs, and able to proactively cross-sell relevant services and products. In the company's back-end operations, IT administrators are alerted to make necessary configurations as soon as customer information is updated, which ensures a seamless customer experience and eliminates any loss of revenue caused by out-of-date records.

Result:

After more than eight months of continuous operation, CHT has experienced no downtime and no customer complaints, despite handling an average of more than 15,000 transactions per day. The company's front- and back-end operations both continue to perform at peak levels, empowering CHT to consolidate and further strengthen its market position.