They have successfully created an integrated set of modules that encapsulates a customer lifecycle from quote to cash receipt.

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Customers unhappy with their price quote can contact customer service for a reassessment, Mr. Casey says.

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He responded to their complaints of slow service and arrogant engineers by adding 400 customer-service agents to take orders and quote jobs faster.

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Another thing the company did was to increase its investment in technology, so that the rate quote that typically takes 20-40 minutes to produce for a customer can now happen in a matter of seconds.

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