Customer Service Internet-Based Technologies: Increasing Customer Satisfaction through Streamlined Processes Challenges Facing Customer Service and Support Efforts Customer service and support managers and departments are faced with a number of challenging issues, including: Empowering service and support representatives to provide fast and effective response to customers, in most cases in real time while the customer is on the telephone. Giving representatives instant access to up-to-date information, consolidated from multiple data sources. Providing immediate problem escalation when necessary. Capturing information on-the-fly and adding it to the appropriate databases and knowledgebases. The Opportunity Today's marketplace puts more pressure than ever on companies to distribute and support their products and services to a broader audience more quickly and cost effectively. In addition to the need for a high level of communication between the service and support groups, there is also a critical need for communication with other functional groups throughout the organization. Service and support personnel are the first line of contact and have the most frequent interaction with customers. Each representative may handle a variety of calls including inquiries, data updates, operational questions and problem resolution. The representative needs a single, easy-to-navigate interface that consolidates relevant information and facilitates access. Any delays perceived by the customer may reflect negatively on the company as a whole. Customer service representatives need instant access to up-to-date product, company and customer information. Field service and help desk personnel need access to customer problem and service history information for problem solving. This information must be accurate and content-rich, and it must be at their fingertips while they interact with customers. Customer service and support personnel also need to enter data into a variety of databases and knowledgebases, such as order information, problem tracking, escalation and resolution and technical support. In many cases, customers ask routine questions that do not require personal interaction, such as pricing, product specifications and routine operational questions. Some companies have attempted to provide answers through fax-back and voice-response systems, but these systems are often not suitable for delivering time-critical information, and do not appreciably reduce call volume. Others use traditional (and expensive) client-server applications with access to multiple databases. However, each typically operates independently and is not easily modified. Representatives may have to log in and out of several to gather the information they need. Customers become impatient when they have to wait. The Intranet Solution An Intranet is an ideal way to leverage your existing computer infrastructure and automate virtually any business process that involves dynamic information exchange. With an Intranet, businesses can consolidate data from many sources, plus allow people in the company to communicate and collaborate in real-time. Internet-based applications can provide an effective vehicle for the customer service staff to query multiple databases simultaneously. For example, the application could tap into both a customer database and a knowledge base of known problems and solutions. A knowledgebase is well suited for the search and retrieval capabilities associated with Web pages, allowing customer service staff to easily navigate a large archive of constantly updated data. Faster access reduces the time required to complete a transaction, so each representative can efficiently handle more calls. Many find that they can handle a growing customer base without expanding their service and support staff. The end result is higher productivity, improved utilization of corporate resources, reduced costs, and ultimately more success for the company. Service and Support Applications Application Advantages Online Information Provides access to information consolidated from multiple databases (customer, product, inventory, product manuals and shipping). Customer service staff provides faster and higher quality service to customers because they have fast and easy access to the information they need. FAQs (Frequently Asked Questions) Ability to post answers to routine questions for access by customer service. Customers, distributors and dealers can also make FAQs available for direct access. Enhances customer satisfaction because service team answers questions quickly and confidently. Answers have been reviewed, tested and approved by corporate. Customers can access answers to many questions on their own, 24 hours a day, 7 days a week. Customer information entry and update Provides availability and shipping information when the customer places an order, and order status information when customers have questions. Increases customer satisfaction and speeds the order entry and tracking process. Problem entry and tracking Provides online forms for entering data and history regarding customer problems. Generates a valuable and expanding knowledgebase for faster problem resolution and better service to customers. Bug fixes Post all bug fixes online with capability to search quickly. Provides additional information to offer solutions quickly. Warranty claims and processing Companies selling warranted products can provide a self-serve mechanism for customers or distributors making warranty or repair claims. Enhances customer satisfaction by speeding claim processing. Reduces human and operational overhead. Problem escalation Provides online flow of information to ensure smooth problem escalation from field personnel to customer service to engineering. Enhances customer satisfaction by speeding problem resolution. Identifies trouble spots for manufacturing and engineering, and enables proactive design changes to improve product quality. Training Provides online training on products, customer service tools and techniques to the service and support staff. Enhances the skills and knowledge of the service and support staff. Ensures higher customer satisfaction and promotes repeat business. Trident Electrical Systems Inc.: A strategic partner for success To realize its full potential, Internet and Intranet solutions must be an integral part of your overall business strategy. Trident Electrical Systems Inc. is an international professional services firm helping clients develop new strategies and improve their business processes through Internet-based technologies. Copyright 1998 Trident Electrical Systems Inc. Inc. Trident Electrical Systems Inc., the Trident Electrical Systems Inc. logo and A Strategic Partner for the Information Age are trademarks of Trident Electrical Systems Inc. Inc. All other product names and company names are registered trademarks or trademarks of their respective owners.