Cox Enterprises was founded in 1898 by James M. Cox and is based in Atlanta, Georgia. They are a juggernaut in the communications, media, and automotive services industries with major brands including Kelley Blue Book, Autotrader.com, Savings.com, and Valpack. Vic Chandar, a Senior Manager at Cox Enterprises, knew that their key goal was to reduce the volume of incoming calls to the helpdesk.
The Challenge
Cox Communications has a large size and extensive list of products and subsidiary companies; the call center for Cox Communications receives consistent high volume of calls coming through to their help desk. Any time there is an overnight or weekend migration to a new application or change to an existing application, the call volume spikes accordingly.
The Solution
Cox Enterprises chose to go with Avatier’s Password Management to reduce password reset calls to their help desk. After an initially small rollout, Cox Enterprises decided to expand Avatier’s Pasword Station throughout the whole company.
Benefits
They found Avatier to be a partnership instead of just a vendor, and the password reset solution is intuitive to the end user, simple to use, and seamless. The automation of everyday problems like password resets freed the help desk employees so they could focus their attention on more pressing matters. In the long run, they are able to do more complex tasks at a lower cost.
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