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Newbie here...need some software insight

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#1   Posted: 28 Jul 2011 16:30

Hello there,

I am a customer service professional with 20+ years of experience. I just got a new job where, I've been told, I will ultimately take over for the manager when he retires in 2 years. The company has been in business since 1938 and is thriving and growing, but they are behind 20 years in their customer service system. They only just set up computers in the last 15 years and still have an out dated system and sorely "under document" their orders and files which causes constant stress trying to figure out what's been done, needs to be done, etc. My background is call centers - answering services - where everything had to be documented. Every dial out, even if it was an 'oops', had to be documented. I presented a rudimentary documentation system that I developed based on our current system - just a word template incorporating date/time/op name and places for notes and actions. You get the idea. My manager really liked it and wants me to put together a proposal - SCORE ONE - NEWBIE!

Realizing I'm still a new one at work I don't want to step on any toes and start nosing around with apps compatible with JD Edwards that will offer more real time documentation on the actual orders/accounts so I wondered if anyone here is familiar with such apps. Or anything like that. I would be so appreciative. :)

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