ERP Call Centers: Benchmarking and Implementation

This bulletin describes principles, structure, reporting structure, and best practices related to call centers specifically designed to support institution-wide applications. Based on a case study of the Administrative Streamlining Project at the University of Colorado, this bulletin describes an ERP call center created as part of the initial service roll-out. The call center served 2,000 end users across five campuses and four geographic locations, providing support for new financial (general ledger, accounts payable, and purchasing) and human-resources systems.