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Project Techniques Logo :: Project Management & Business Consulting
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Sector: Technology
Skill: Supply Chain/ Fulfilment
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Microsoft - Chat Pilot

Microsoft has successfully provided technical support through chat (realtime online support) for several years and chose to explore the possibility of extending chat to customer services. A decision was taken to run a pilot in France that would provide data to build a business case for further global deployments. Project Techniques were commissioned to manage this pilot.

Project Techniques' initial task was to assist with the initiation and definition of the project and then to project manage the implementation. The project was broken down into several workstreams including technical, process and resourcing, with the team consisting of resources from the UK, France and the US.

In addition to project management, Project Techniques led and contributed to business decisions such as volume forecast, development of the user interface, training materials and the process definition.

The chat pilot was successfully launched within the scheduled three months. Following the pilot launch Project Techniques developed a chat toolkit to guide other subsidiaries through the end to end implementation of chat.

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Grey Pixel   With over 50,000 employees worldwide and sales revenues in excess of $28b Microsoft is acknowledged as the worldwide leader in software, services and Internet technologies for personal and business computing
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© Copyright 2005 Project Techniques Limited. All rights reserved.
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