BellSouth is the second largest telecommunications firm in the U.S. The challenge was to offer the highest level of customer service. BellSouth developed a Lotus Notes application called Service Work Order Request Database (SWORD) to serve as a complete customer service system. More than 350 BellSouth users rely on SWORD to cut through departmental and geographical boundaries and allow them to communicate and collaborate on requests from new and current customers. SWORD puts customer information right at every team member's terminal.
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