CASE STUDY: Cummins: A Proactive Approach to Forecasting Beyond the Contact Center

Cummins Inc., a global power leader and winner of Calabrio’s Trailblazer award, is a corporation of complementary business units that design, manufacture, distribute, and service a broad portfolio of power solutions. With a unique, proactive approach to forecasting anticipated customer and business needs, Cummins has developed a new and highly effective service model.

Join John Weippert, Global Customer Support Systems Manager at Cummins, and Dave Hoekstra, WFM & Product Evangelist at Calabrio, as they share Cummins’ unique approach to delivering proactive service solutions, both within and beyond the contact center. As a part of this session, you’ll learn how Cummins:

• Uses technology to proactively predict service needs and maintenance for their machines
• Increases efficiency and ROI to the business by taking a proactive versus reactive approach
• Utilizes workforce technology in a forward-thinking, innovative way to address business and customer needs