Christie Managed Services has implemented a new customer-service solution from Amdocs, Ltd. that has streamlined its customer-response process, strengthened its problem-resolution capabilities, and increased the efficiency of its customer-service engineers.

Amdocs provides software and services for billing, customer-relationship management, and operations support systems. Its clients include AT&T Mobility, Cablevision, Sprint-Nextel, T-Mobile, Vodafone, ComCast, Bell Canada and Rogers Communications.

“The service and maintenance of high-tech digital-cinema equipment is an increasingly critical consideration as more and more theatres go digital,” said Sean James, VP, Christie Managed Services. “We have invested heavily in the Amdocs CRM system as part of our ongoing commitment to provide our customers and industry partners with world-leading technical support.”

“With Amdocs, field technicians can easily search for support data relevant to their specific case within Christie’s extensive knowledge base, order any necessary parts, assign them to the theatre, and track their delivery—all directly from their mobile device,” James explained. “The Amdocs system has also greatly relieved the workload of our NOC [Network Operations Center] supervisors by automating many repetitive processes so that more time is spent managing cases and resolving customer calls on the first contact. Our new system has proven so successful that we’re already being contacted by other major players in the exhibition community to assist them in better addressing their own customer service and staff management needs.”