ERP Call Centers: Benchmarking and Implementation
- Published:
- Briefs, Case Studies, Papers, Reports
- Author(s) and Contributors:
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Author(s): Kaye Orten
- Source(s) and Collection(s):
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Sources(s): EDUCAUSE Research Collection(s): Research Bulletins
- ParentTopics:
Abstract
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.