CYPRESS, CA – (July 27, 2010) – Christie®, a global leader in digital cinema, announced that Christie Managed Services has implemented a powerful new customer service solution that has dramatically streamlined its customer response process, strengthened its problem-resolution capabilities, and increased the efficiency of its Customer Service Engineers (CSE). The new system from Amdocs, Ltd. is an integral part of the expanding range of products and support services offered by Christie Managed Services to monitor and maintain the exhibition industry’s rapidly growing base of digital cinema equipment.
A winner of many industry awards, Amdocs provides software and services for billing, customer relationship management (CRM), and operations support systems (OSS). Its clients include AT&T Mobility, Cablevision, Sprint-Nextel, T-Mobile, Vodafone, ComCast, Bell Canada, and Rogers Communications.
“The service and maintenance of high tech digital cinema equipment is an increasingly critical consideration as more and more theaters go digital,” said Sean James, vice president, Managed Services at Christie. “We have invested heavily in the Amdocs CRM system as part of our ongoing commitment to provide our customers and industry partners with world-leading technical support.”
Amdocs has enhanced Managed Services’ ability to address and rapidly resolve technical issues at every step of the process. From Christie’s high tech Network Operations Center (NOC), supervisors can monitor all data being entered in the field and track precisely the engineer’s activities throughout the service call. They are aware when field service engineers start their jobs, where they are en route, what kind of equipment they are working with, and what additional assistance and resources they might need.
“With Amdocs, field technicians can easily search for support data relevant to their specific case within Christie’s extensive knowledge base, order any necessary parts, assign them to the theater, and track their delivery – all directly from their mobile device,” said James. “The Amdocs system has also greatly relieved the workload of our NOC supervisors by automating many repetitive processes so that more time is spent managing cases and resolving customer calls on the first contact. Our new system has proven so successful that we’re already being contacted by other major players in the exhibition community to assist them in better addressing their own customer service and staff management needs.”
“Christie Managed Services is not only rewriting the book on superior customer service – we are forging a new path of innovation that raises the bar on excellence,” said James.
Christie Managed Services offers exhibitors customizable predictive and preventative technical support and ongoing maintenance, with a state-of-the art Network Operations Center that runs 24/7. The NOC monitors, maintains, and services tens of thousands of digital devices across North America and is easily scalable to support tens of thousands more.