Ephibian: Intuit RepCenter - Software Application

Intuit is a Fortune 1000 company who creates products like Turbo Tax and QuickBooks. Their Customer Tax Group (CTG) supports worldwide sales and provides customer and technical support for Intuit’s TurboTax products.

CTG needed an efficient, consistent, easy-to-use tool
Staffing ramps up for the tax season. Thus, CTG needed a capability to share information quickly and easily among a large body of relatively “new” employees
Leadership saw a need for a CTG agents’ to have a Knowledge Base contianing information on product features, troubleshooting tips, technical resources, to share information across the entire group

Ephibian built a J2EE compliant portal application for use throughout Intuit’s global customer service portal for the Customer Tax Group (CTG). It is the center of knowledge exchange and information transfer among the CTG service division.

Intuit representatives use this tool real-time as they are interacting with TurboTax clients, worldwide, via phone or chat sessions. The portal gives them ready access to aggregate and detailed data. The portal’s mission is to provide instant access to the service representatives in order to better support TurboTax customers. The portal places at representatives’ fingertips a fully customizable web interface displaying a wide variety data.

Its three primary components are: (1) a flexible, customizable Portal Interface, (2) a high-performance Knowledge Base, and (3) an XML-based document repository.

Decision Support to Call Center employees on how to resolve clients issues
Near real time Decision Support to Call Center managers on how effectively employees are assisting clients
Sophisticated Graphical Reporting