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ERP Call Centers: Benchmarking and Implementation
Tuesday, December 9, 2003
This bulletin describes principles, structure, reporting structure, and best practices related to call centers specifically designed to support institution-wide applications. Based on a case study of the Administrative Streamlining Project at the University of Colorado, this bulletin describes an ERP call center created as part of the initial service roll-out. The call center served 2,000 end users across five campuses and four geographic locations, providing support for new financial (general ledger, accounts payable, and purchasing) and human-resources systems.