Successful Customer Service Strategies Hinge on Measurement

December 29, 2014

By Tara Seals, TMCnet Contributor

Any company that wants to be around for the long haul knows that customer service is the lifeblood of the business. But all too often, company owners take the approach of serving customers on the most basic level: answering questions, putting orders through and the like, often with an emphasis on cost-control and volume.

The irony is that there won’t be any customers to serve if those basic functions don’t contribute to a company’s ROI in more impactful ways, i.e., in terms of customer satisfaction and loyalty, and upsell/cross-sell success.  This is where more advanced strategies come in, which should include clearly defined, measurable results criteria and feedback loops.

“Measurement” is a key principle here. Overall, it’s the ability to objectively measure and analyze the success of customer interactions that contributes to successful strategic decisions.

Overall, “if you can’t measure your strategy, you can’t deliver it,” said Andrew Mutch, chief customer officer of BPA Quality, in a blog. Successful companies are “continuously monitoring their systems and ensur[ing] that everyone in their organization buys into it. Organizations that fail to measure, monitor and train run a serious risk of seeing their strategies fail.”

Central to this idea is the implementation of independent quality-control mechanisms. Tools like third-party call monitoring can ensure a baseline of excellence, by making customer-service reps accountable to oversight. Automatic benchmarking and mystery shopping are other, similar approaches to consider (which approach is the right one depends on the nature of the business, of course).

“[Successful businesses] are continuously monitoring their systems and ensure that everyone in their organization buys into it,” Mutch said.

The metrics by which to assess one’s strategic plan are myriad, but customer satisfaction is often tied to a company’s investment in customer excellence and delivering results, including robust and rigorous training, coaching and development programs, he added. These all contribute to maintaining performance and goal focus. 

Edited by Maurice Nagle

» More 3rd Party Remote Call Monitoring Feature Articles

Neohapsis 2015 Security Predictions

Predictions are a tough task in an industry as fast-moving as technology, and security rides the fastest part of this tiger's tail. Nonetheless, our team at Neohapsis gathers annually to make some projections based on what we've observed over the past year in our work as attackers and security advisors.

Among the predictions below are some common threads. We see powerful technologies becoming commoditized and that less-sophisticated attackers will soon be able to field techniques that were, until recently, the realm of nation states. Similarly, criminal enterprises are adopting practices of legitimate organizations, including cloud computing and big data, in order to scale and monetize their operations. Finally, legislation, regulation, and public sentiment continue to lag behind the potential for damage from digital attacks, with organizations suffering major losses but still struggling to take proactive action before being held responsible at their bottom line or the ballot box.

  • Politically-motivated attackers will target private citizens: We will see an increase in coordinated and extremely well-executed malware attacks by organized groups with a political agenda, specifically targeting private citizens rather than state sponsored infrastructure. Not necessarily in the form of extreme life taking attacks, but people like ISIS have figured out that if we can fund something like Stuxnet, so can they. And it’s a lot easier to target regular citizens than government infrastructure. Currently, electronic warfare attacks in the form of malware such as Stuxnet and recent Russian state actor attacks have been seen to be a cut above the technological capability shown by underground cell-operated organizations such as the Syrian Electronic Army or ISIS. In the year(s) to come, the gap between these groups will narrow. Groups such as ISIS already contain the knowledge required to conduct such attacks against their enemies, however thus far they have not shown to concentrate on malware as a form of delivery when concentrating their technical efforts. In the future, given the time and resources required, it is likely that these groups will succeed in conducting a large scale malware based attack, perhaps not focused on the technical resources of their enemies directly, but on the citizens of those countries. It seems only logical that if financially motivated attackers can pull these kinds of attacks off, politically motivated attackers can and will do the same.
  • A U.S. firm will be implicated in a significant breach of EU data: As the run of high profile data breaches continues, privacy regulators become more concerned when there is an incident that affects a significant number of European citizens that is attributed to services provided by a U.S.-based organization. EU Data Protection Agencies (DPAs) express increased concern over the lack of U.S. federal oversight of security and privacy practices, particularly when delivered through third party (or cloud) services. There is an associated cost to many U.S. organizations from the increased oversight and enforcement actions by DPAs directed at US companies participating in trans-border transmission or processing of customer or HR records of European citizens.
  • Privacy concerns will dwindle: There will still be a vocal minority but nothing is going to top the NSA. If that didn’t cause a riot, nothing will. Even the most staunch privacy advocates didn’t move out of the States. And who stopped shopping at Target? You can get privacy by locking yourself in a box and avoiding interactions with others but most people think the benefits of interaction outweigh the loss of privacy. Realistically speaking, there’s cryptography and steganography for the taking. But even the vocal minority stops at cryptography. Is using steganography not worth the privacy increase? Corporations and governments will continue to manage this minority with confidence that the people will deal with the fact that “they” know stuff about “you.”
  • Big data will become a buzzword for the bad guys too: Attackers will begin constructing identity management systems to cross reference the millions of passwords gathered from data breaches. Intelligent guessing attempts will result in additional compromise of users that retain a semantic relationship with previously disclosed passwords. But it’s not all good news for the attacker. Big data can mean a big haystack depending on the type of compromise. Attackers will need to deploy improved scrapers to find the needles.
  • Critical infrastructure will see security improvements: In 2013, the President of the United States issued Executive Order 13636 to strengthen the nation’s critical infrastructure. In 2014, NIST developed the Framework for Improving Critical Infrastructure Cybersecurity. In 2015, we will begin to see the first voluntary applications of this framework that will pave the way for future improvements of critical infrastructure. The question remains: will U.S. corporations and agencies be able to build adequate protections before attacks are carried out?
  • Attackers will continue to exploit users: Humans are making more security decisions and assumptions based on computer suggestion. Computer screens mark objects with greens and reds but users still open unknown attachments and click links in emails. The issue is not confined to our screens. Buses, airports, and office entry points beep good and bad to inform the human guard of success or failure. Organizations are commonly unaware of the risks affecting the human element of their operations. They tend to shy away from performing security tests that may impact the user. If we don’t consistently test our users, attackers will.
  • The breach parade will continue: Wave after wave of merchant breaches hit the news over the last year and a half, starting with the Target breach and then moving on through other retailers, large and small. There’s no reason to expect this tide of breaches to stop. Merchants should be planning to replace old point of sale technology with newer devices that provide tokenization and contactless mobile payments (like Apple Pay and Google Wallet) that can isolate them from cardholder data. If they don’t move soon, we may see their acquiring banks starting to force it upon them.

About the Author: is a recovering software developer turned penetration tester with Neohapsis. He works on offensive and defensive security tools, with an emphasis on web application security, web malware, and social engineering. He’s also done recent research on Multipath TCP and its implications for the future. He has been a featured speaker for Black Hat, DEFCON, SecTor and others.

Edited by Maurice Nagle

2014: The Year in Review – And What Lies Ahead

As one year winds down and the challenges of another lie ahead, it’s a good time to reflect on the obstacles we’ve overcome during the past 12 months, examine how we’ve made an impact and identify the trends that will drive business activities in the coming year. My company, TeamSupport, a fast-growing service desk solution that focuses on the B2B segment, had a breakthrough year in 2014, overcoming a number of obstacles and positioning ourselves for rapid growth in 2015. In the process, we’ve not only transformed customer support operations for our client companies – we’ve changed the conversation across the industry.

Our focus on serving businesses is one of our chief differentiators. Most service desk solutions are built around the concept of quickly resolving tickets to keep individual customers satisfied. And while that is indisputably an important part of the process, as veterans of the software industry, we realized that companies that serve other businesses have another, equally important priority: managing relationships with the businesses they serve. This was the idea behind TeamSupport – to build a service desk solution that helps companies manage the entire B2B relationship, not just individual tickets.

One of our biggest successes in 2014 was expanding the conversation around the differences in customer support delivery in a B2B vs B2C sector and educating potential customers about how a customer service solution built around B2B needs can help make them more successful. Our impressive growth in 2014 and outstanding customer retention rate are testaments to the success of a business model that provides our clients with the big-picture solution they need to successfully manage their customer relationships.

Over the past 12 months, we’ve added agents to improve customer support, expanded our software quality assurance activities, created a new customer success team to ensure smooth transitions as more customers come on board, and developed an expanded training lineup to meet customer demand. We also closed a highly successful round of venture funding, securing $1.25 million to scale up our operation to meet growing demand. This was the first time the company had accepted outside capital after bootstrapping our startup and growing organically.

But our most important accomplishment in the past year was advancing the industry conversation. After building and successfully delivering a fully hosted, cloud-based service desk solution that addresses the concerns of B2B companies with a unique customer database, we were able to take on an industry thought leadership role. We contribute articles and help advance the discussion within the industry on the unique role of customer support in the B2B community. And what we’ve emphasized is that it takes an entire team working together – sales, customer support, product development, management, etc. – to manage those relationships.

Looking ahead to 2015, we predict the trends that have already changed the industry so profoundly will accelerate. The world is more interconnected than ever, with people sharing their personal and commercial experiences in real-time with friends and colleagues. Professional communities are more tightly woven and are increasingly adopting social media platforms to build relationships and solve problems. We believe these trends will continue and strengthen.

Increasing levels of communication pose an incredible opportunity for the companies that serve these industries – the chance to deliver the type of customer experience that transforms customers into advocates. On the flipside, it presents a risk when companies fail to optimize the customer experience, since less than stellar results will be more widely shared, potentially damaging a company’s reputation. That’s why it’s crucial for CEOs to give their employees the tools they need to deliver an exceptional customer experience – every time.

At TeamSupport, we believe in the power of collaboration and communication. We believe in providing our clients with a platform they can use to not only quickly and efficiently resolve ticket issues but to get a look at the big picture, enabling everyone who interacts with a customer to contribute to managing the overall business relationship. As we wrap up 2014 and prepare for the challenges of 2015, TeamSupport stands ready to help our customers set themselves apart through customer service excellence and succeed in the coming year and beyond. 

Edited by Maurice Nagle

Can You Hear Me Now?

Can You Hear Me Now?

December 24, 2014

When selecting a Unified Communications (News - Alert) solution, the knowledge worker, must be taken into account. If workers today are expected to take-in, analyze and share information they need the proper tools to do so. One such tool in the knowledge workers toolbox is their business grade headset, and a high-end headset can deliver some real value in various ways—you just have to get your team to embrace it.

Let’s take the example of a knowledge worker employed in a contact center. On the phone all day, the headset must be comfortable because choosing to not wear them can discount the entire UC deployment. Moral to the story, comfortable headsets mean happier and more productive knowledge workers.

A second characteristic to be taken into consideration is quality. Sound quality and noise cancelling are two key factors when selecting a headset, but don’t forget about durability. Noise cancelling technology will alleviate much of the din from a loud office, coupled with high audio quality one can clearly hear the party on the other end of the line. If an enterprise is going to invest in a UC solutions and business grade headsets for its team it won’t want to replace them every year, so choosing a durable solution can provide savings over the life of the implementation.

 A tangential benefit of a high quality business headset is plug-and-play convenience. IT departments are already tasked with a multitude of responsibilities in the enterprise so it is vital that firmware updates can be done on all devices automatically. Outside of IT, team members must be able to easily switch gears while working—moving from taking phone calls to listening to music or what many refer to as ‘concentration mode.’ If the solution is easy-to-use and compatible with the way an employee works, it will be a homerun—if not, a strike out swinging.

Last but not least we get to the piece management is heavily concerned with, cost and financing. Businesses are now being offered new financing options using its operating budget. This avoids a cash flow strain when selecting a solution.

UC is gaining popularity for the functionality it offers. By increasing productivity and morale, the ‘right’ headset can make that much of a difference. Having worked in call centers, I can tell you there is nothing worse than having to constantly fix your broken headset, or ask people to repeat their query due to poor audio quality. The decision of what headset to use with your UC deployment may seem superfluous but in the long run can pay big dividends.

Edited by Alisen Downey

Nothing in Life is Free

December 24, 2014

As the net neutrality debate here in the United States rages on, other parts of the world are doing less talking and taking more action. Traditionally, VoIP services have offered a cost-effective and reliable way to may phone calls via the Internet. As adoption rates of VoIP services raise, thanks in part to the enterprise and apps like Skype and Viber, the service is turning more and more controversial.

Bharti Airtel (News - Alert) ranks in the top four of global service providers in subscriber base, and operates in 20 countries across Asia and Africa. This week, Airtel announced that its customers will have to pay extra for the use of VoIP services, as it will be charged separately from one’s existing data plan.

The Airtel website stated, "All Internet/data packs or plans (through which customer can avail discounted rate) shall only be valid for Internet browsing and will exclude VoIP (both incoming/ outgoing). VoIP over data connectivity would be charged at standard data rates of 4p/10 KB (3G service) and 10p/10 KB (2G service)."

This is simply an attempt to improve revenue and data network. According to an Airtel spokesman, the new charges will only apply to pre-paid customers and will be implemented shortly. Indian telecom carriers in general, earn more revenue from pre-paid customers as opposed to those billed at the end of the month.

For some time, telecom carriers have been calling for regulation of VoIP providers like Skype (News - Alert) and WhatsApp as the services leverage carrier networks to earn money. Airtel’s action can easily be interpreted as a direct response against OTT services.

To put the market in perspective, according to a study the OTT space in India is quite busy with WhatsApp leading the charge:

  • WhatsApp – 70 million active users
  • Hike – 35 million registered users
  • Line – 30 Million users
  • Viber – 25 million users
  • WeChat – < 20 million users

Could Airtel’s move foreshadow what can be expected in the United States? Only time will tell the tale. VoIP’s growing popularity with consumers and the enterprise illustrates its sustainability, but the question of regulation is still being deliberated (at least here in the U.S.). In the meantime, Airtel has taken the matter into its own hands.

Edited by Alisen Downey

Chinese Advertisers Take Major Portion of Global Digital Ad Spend

Advertising online has come a long way from the old days. With spending on digital advertising up, and not showing any signs of slowing, it's causing quite a few shakeups in the world that weren't there even just a few short years ago. Perhaps one of the biggest changes isn't so much in the overall level of spending so much as it is from where the spending is emerging. A new report out from eMarketer suggests that, while the big names are still the big names, there are new names becoming every bit as big as some of the greats in the field.

The eMarketer report made it clear: Google and Facebook are still top dogs in this particular hunt. But even Google saw its massive market share decline over last year, going from 31.55 percent of spending to 31.10 percent. That's not a huge drop, mind you, but a drop nonetheless. Facebook, meanwhile, gained substantially, going from 5.75 percent to 7.75 percent of the total. The next two names in this listing might be the big surprise, with Chinese firms Baidu and Alibaba stepping in. Baidu saw its share go from 3.74 percent to 4.68 percent, and Alibaba saw a gain that put it at near parity with Baidu, going from 3.98 percent to 4.66 percent. That means those two firms share  almost an even tenth of the total global market for digital ad spend, and that's no small feat. Add in results from Chinese sources Tencent—accounting for 0.83 percent this year up from 0.61—and SINA, which is at 0.38 percent, static over last year, the 10 percent mark is quite clearly established.

Fueling this, according to reports, is a mobile ecosystem in China that's rapidly expanding. More devices available to more users have in turn fueled an environment in which advertising to users on mobile devices is becoming valuable. Mobile ad spending in the region was up fully 600 percent this year, hitting almost $6.4 billion by the eMarketer reckoning. This isn't even close to the current front-runner, the United States, where $19 billion was spent, but the gains were huge by any scale. Thanks to said gains, China is now reportedly ahead of both Japan and the U.K., and is now the second largest market for mobile ad spending in the world.

The numbers in market share are even more impressive; while Google and Facebook here dominate as well, holding between the two nearly 60 percent of market share, huge gains were seen from Alibaba and Baidu alike, as Alibaba went from 1.6 percent of market share to 6.2, and Baidu went from 2.6 to 5.1 percent. Reportedly, Facebook's ongoing push into the mobile market has helped fuel a good chunk of this expansion, so anyone who was thinking that Facebook might be on the skids may have been wrong on this front. Though admittedly, it could be that push into mobile that's giving Facebook something of a new life.

At any rate, what's immediately clear is what's at stake: in 2014, spending is expected to ultimately top out around $146 billion. So those who live and work in mobile will be increasingly subject to advertising, regardless of where in the world said people live and work. The market is constantly changing, and those who prepare to work with the changes will likely come out the best. 

Edited by Maurice Nagle

Chat With Nat

Happy Holiday! I’m keeping this post short and sweet, because I’m taking a wild guess that you may have a lot going on today, tomorrow and the rest of this year to keep you busy. So thank you for taking a moment to check out this week’s “Chat with Nat.” And yes, we’re going back to calling it Chat with Nat. We figured no need to pull a Clear Pepsi or Coke recipe change; why mess with a good thing, right? Natalie and I are both here but the words are coming from me. Simple! Now, let’s get to the VoIP Innovations (News - Alert) weekly recap.

Ho-Ho-Holiday Hours

One more time in case you missed it—our holiday operation schedule…


  • Christmas Eve – Closed after 12pm
  • Christmas Day – Closed
  • Friday, December 26th – Closed
  • New Year’s Eve – Closed after 1
  • New Year’s Day – Closed


  • Christmas Eve: Closing at 4 p.m. EST
  • Christmas Day: Closed
  • New Year’s Day: Closed


  • Christmas Eve: Normal Hours
  • Christmas Day: Closed, but responding to emergencies only via tickets
  • New Year’s Day: Closed, but responding to emergencies only via tickets

*Emergencies are if customer calls are failing due to a VI issue.

The ITEXPO (News - Alert) is almost here!

Beginning January 27, the ITEXPO Tradeshow in Miami is only a little over a month away. We’re set to announce our traffic analysis service and soon we'll have free VIP passes available to our customers which they can find in their BackOffice. Make sure to stop by Booth #606 to say hello and check us out!

Around the office…

We’d like to wish a Happy Birthday to the following December babies who have celebrated in the past week or will before the new year arrives: Joe A., December 21; Denise B., December 23; Randy S., December 25; and Cherie S., December 30.

Our parent company, ABG Capital, hosted its annual Holiday Party this past Saturday at Olive or Twist in Downtown Pittsburgh. Special thanks go out to the staff for providing excellent service and helping to make it a special evening for us.

Well, it’s about that time -- this is the last Chat with Nat for the year. (I know, you’re getting all teary-eyed at the thought.) On behalf of VoIP Innovations, we hope you had a great 2014 and wish you and even better 2015. I’m looking forward to chatting with you next year and bringing you all the best from VI!  

Edited by Rory J. Thompson

Apple Pay Purchasers’ Top Picks: Organic Food, Drugs, Big Macs

With Apple Pay turning into a dominant force less than two months after its official launch, it's not surprising that some have already begun analyzing just where people were making purchases with the new platform. Though there's already been some controversy around the platform, particularly from those stores looking to use CurrentC eventually instead, some have emerged as clear front-runners in terms of purchases made. A new report from ITG helps illustrate some of the biggest trends in the space.

Right now, the three biggest recipients of Apple Pay payments are Whole Foods Market, Walgreens, and McDonald's. Whole Foods Market's dominance in the Apple Pay space probably shouldn't come as too much of a surprise given the Apple audience, but the extent might be an eyebrow-raiser. Indeed, Whole Foods accounts for a fifth—20 percent—of all Apple Pay transactions, and 28 percent, almost a third, of all Apple Pay dollars spent just in November alone, according to the report from ITG. Indeed, Jason Buechel, who serves as Whole Foods' chief information officer, noted that the company had, just in the first 17 days after Apple Pay's launch, reached a milestone 150,000 Apple Pay transactions total.

Walgreens' came in second, accounting for almost as many transactions at 19 percent, but significantly less in dollar amount, representing about 12 percent of spending. Meanwhile, McDonald's had 11 percent of transactions, but just three percent of total cash spent, not surprising given the average prices at McDonald's.

The numbers for Apple Pay, at this point, are staggering. Tim Cook noted when talking to The Wall Street Journal that Apple Pay had activated fully one million cards within 72 hours of launch, and the service has only been active since October 20. Now, the service accounts for multiple transactions and multiple days, with an average of 1.4 uses per week per customer, and given that PayPal itself could only generate 20 percent recurring in the same time, it's clear that Apple Pay is rapidly taking its place. Reports suggest that Apple Pay holds about 1.7 percent of the mobile payments space as of the end of November, and that number is likely to increase further as December's shopping is factored in. That puts it in the same range as three-year market veteran Google Wallet, who holds a reported four percent of the market.

Reports suggest the big draw here is a combination of strong partnerships with other businesses, the connection between online and offline transactions, and biometric security tools built right in. There's also the general Apple Market consider, which is often viewed as more affluent and more eager to buy than Android users in the main. One thing, however, is perfectly clear: Apple Pay has gained a lot of ground right out of the starting gate, and its time of release—right when people were looking to do a lot of shopping anyway—likely didn't hurt it any. Admittedly, a good chunk of the Apple Pay market seemed to be for staple goods, with around half of all purchases coming from a supermarket, a drugstore and a fast-food restaurant, but that's still a whole half of a market to consider.

The new year will really tell the story for Apple Pay, with plenty of eager observers wondering if Apple Pay can keep up the momentum already seen. If it can, it's likely to be a dominant force throughout the whole industry, and may well put some needed extra revenue into places like McDonald's.

Edited by Maurice Nagle

Evaluating the Levels of PCI Security in Cloud Call Center Solutions

December 24, 2014

  By Tracey E. Schelmetic, Call Center Solutions Contributor

Cybersecurity is on everyone’s minds these days, but more than anyone, it’s customers who have the biggest concerns. With data breaches seeming to happen each week, it’s not a surprise that customers are worried about who they give their financial information to. Too much worry, and customers may start to avoid doing business online or through call centers altogether.

Customers’ worries aren’t misplaced. According to the Identify Theft and Resource Center, data breaches are on the rise. In the first half of this year, there was a 21 percent increase in data breaches compared to the same period in 2013. Cyber-thieves are becoming more aggressive, and they often find ways to get around security measures that companies put in place. When it comes to contact centers, there is no measure more critical than PCI (News - Alert) compliance. The Payment Card Industry Data Security Standard is an information security standard maintained by the Payment Card Industry Security Standards Council, and it’s a critical issue for companies that handle sensitive customer information. These organizations need to understand all there is to know about PCI compliance, according to a recent blog post by VoltDelta’s (News - Alert) Lauren Maschio.

“All contact centers that work with sensitive data need to understand the different levels of PCI protection they can request of their cloud-based contact center vendor,” wrote Maschio, noting that some contact center solutions are PCI certified and some are merely compliant.

A service provider certification means that a vendor captures credit card information, but does not have a direct interface with a credit card brand for processing. Achieving compliance, something that some contact center solutions have done, means that a vendor has achieved a complex set of security requirements. It’s an important distinction to make. According to VolltDelta, any companies processing over a certain threshold of transactions is required to achieve certification with the help of a quality security auditor, or QSA.

“PCI certification (with verification by a QSA) is required if an organization is processing more than 300,000 transactions per year for Visa, MasterCard (News - Alert) and Discover,” wrote Maschio. “The mark for AMEX is 2.5 million per year.”

Companies committed to keeping personal customer information secure – a single breach can kill customer goodwill and revenue faster than the blink of an eye – should evaluate the claims of their cloud call center solutions provider when it comes to PCI compliance. Simply seeing the label “PCI” may not be nearly enough to protect customers and the business. 

Edited by Alisen Downey

IBM to Enhance Westfield Insurance Claims Services

IBM to Enhance Westfield Insurance Claims Services

December 23, 2014

Westfield Insurance, a provider of insurance services to businesses and individuals throughout the U.S., has worked with IBM (News - Alert) for several years concerning many of its business operations. The latest announcement from IBM says the pair will expand their relationship by allowing the global computer giant to use its Guidewire Policy Center to enhance Westfield's claims services.

IBM indicated that it has taken Westfield's current claims process and used Guidewire to transform it into a seamless experience for insurance customers. As a result, Westfield can now offer paperless claims processing, electronic communications, and secure access to business applications for employees. Furthermore, IBM software will allow Westfield to use analytics to monitor and investigate suspicious claims in real time. Robert Bowers, the national claims strategy leader at Westfield, commented on the continued partnership between his company and IBM.

“We've been working with IBM for years on multiple initiatives, in order to become a data-oriented company,” Bowers said. “Our new claims platform will enable our employees to make quicker decisions, with greater insight. We anticipate lowered costs and improved customer service, all while streamlining operations throughout the country to enhance the customer experience.”

In its announcement, IBM pointed to a study the IBM Institute for Business Value completed, which said that more than 60 percent of leading insurers use advanced analytics to help manage claims handling. Patricia Hamilton, the vice president of insurance strategy and transformation IBM, supplemented Bowers' statement and addressed the issue of analytics by saying that Westfield's new claims platform is a step forward toward data governance which can increase its overall business efficiency.

Westfield will be able to use the new IBM system to process new claims as well as analyze claims its legacy system once handled. The new system will transfer data from older claims files to make sure they fit within the new software infrastructure. All claims within Westfield databases will then be available to its agents in offices throughout the country.

Edited by Maurice Nagle

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