Scitex Digital Video manufactures ImMIX® digital nonlinear video editing products. Videotaped footage is digitized onto a hard drive, from which video professionals, including editors of documentaries, commercials and training videos, call up images as needed, cutting and pasting the images into their final order and adding special effects.

Business Challenge

ImMIX® brand products use advanced, complex technology that requires a strong technical support infrastructure. Scitex's Customer Service Department needed a fast and effective method of tracking all incoming tech support calls from its 2,000 customers.

'Our previous customer service database did not fit the needs of a fast–growing environment,' said Joyce Garrett, ImMIX® technical support supervisor. 'This system was fine for tracking 10 calls a day, but we needed a program that was flexible enough to provide the best service for our growing customer base. I chose FileMaker Pro from FileMaker, Inc. because I knew that it could be customized to fit our department's specific needs."

Successful Solution

Instant Access for Better Customer Service
FileMaker Pro's relational features allowed Garrett to design the Customer Service Department's database that links customer background information, all call logs pertaining to the customer and service and repair history records, so tech support employees have immediate access to all data.

'Technical support calls can be frustrating for customers who have to wait on hold, resulting in wasted time and steep phone bills. FileMaker Pro's relational capabilities and script filesharing features allow us to instantly pull up all information about each customer," said Garrett.

"When a call comes in, our caller ID server recognizes the number and transfers it to FileMaker Pro via Applescript so the customer's record immediately appears on our screen," Garrett explained. "This allows us to personalize our greeting and provide an expert approach by gaining familiarity before the caller is finished introducing himself. Instant access means better service."

FileMaker Pro has made our Customer Service Department more efficient and cost–effective. Without FileMaker Pro, we'd have to double our administrative staff from 12 to 24.

— Joyce Garrett, Technical Support Supervisor, ImMIX®