Example – good or bad service?

The customer care department owns a customer care service portal that stores phone calls and e-mails with the questions and orders that took place. The portal does not offer functionality to store related information with the customer contact events, nor does it store information that occurs through the self-service web application. The department has a requirement to store, edit, and retrieve this information for improving quality-of-service and to analyze customer satisfaction. If a customer calls the customer care department, the employee needs to see the entire history of the customer, not just the call and e-mails. Specific content items, for example letters that have been sent and that are related to the call should be accessible to the customer care agent. A project is started to integrate the customer care service portal with the organization's content management system through the ContentManagementService. This way all interactions between customers...