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enterprise software solutions October 2003 Leveraging the Benefits of Technology to Improve Customer Satisfaction Maria G. Anzini Andrew Bocchicchio Savannah 2003
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Enterprisesoftwaresolutions October 2003 Leveraging the Benefits of Technology to Improve Customer Satisfaction Maria G. Anzini Andrew Bocchicchio Savannah.

Mar 26, 2015

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Page 1: Enterprisesoftwaresolutions October 2003 Leveraging the Benefits of Technology to Improve Customer Satisfaction Maria G. Anzini Andrew Bocchicchio Savannah.

enterprise software solutions

October 2003

Leveraging the Benefits of Technology

to Improve Customer Satisfaction

Maria G. Anzini

Andrew Bocchicchio Savannah 2003

Page 2: Enterprisesoftwaresolutions October 2003 Leveraging the Benefits of Technology to Improve Customer Satisfaction Maria G. Anzini Andrew Bocchicchio Savannah.

enterprise software solutions

October 2003

Leveraging Technology…

A Case Study

www.speedware.com

The Web was made for Customer Service

• Provides us with a wealth of valuable Customer info that MUST be mined…

•Technology can provide the traditional anonymous Web visitor with an electronic « face »…

• Considered as strategic because it allows for the information to be leveraged efficiently by other units within the enterprise…

• In the end, this benefits the customers, thus improving customer loyalty, satisfaction, and retention…

Page 3: Enterprisesoftwaresolutions October 2003 Leveraging the Benefits of Technology to Improve Customer Satisfaction Maria G. Anzini Andrew Bocchicchio Savannah.

enterprise software solutions

October 2003

The 3 Laws of Customer Support…

1. Pick up the phone

2. Get the Customer to the right person

3. Count the beans

Page 4: Enterprisesoftwaresolutions October 2003 Leveraging the Benefits of Technology to Improve Customer Satisfaction Maria G. Anzini Andrew Bocchicchio Savannah.

enterprise software solutions

October 2003

Leveraging Technology…

Albert Einstein was cautioned

about a physics exam he was giving

because it contained

the same questions as the prior year . . .

“Yes,” he replied,

“but the answers are different this year.”

Page 5: Enterprisesoftwaresolutions October 2003 Leveraging the Benefits of Technology to Improve Customer Satisfaction Maria G. Anzini Andrew Bocchicchio Savannah.

enterprise software solutions

October 2003

Different, because…

0%

20%

40%

60%

80%

100%83%

17%

1998

85%

15%

1999

81%

19%

2000

76%

24%

2001

70%

30%

2002

69%

31%

2003

$ (clients with calls) $ (client w/o calls)

0

1,000,000

2,000,000

3,000,000

4,000,000

5,000,000

6,000,000

7,000,000

8,000,000

9,000,000

1,425,862

2,270,549

1,063,445

3,588,548

1998

1,216,730

2,215,313

1,165,790

3,633,595

1999

1,489,518

2,104,980

1,553,897

2,883,206

2000

1,889,475

2,969,181

1,514,334

1,646,639

2001

2,390,774

2,554,069

1,031,210

1,914,383

2002

2,289,967

2,592,620

956,574

1,502,123

2003

$ (client w/o calls) $ (clients with 1-5 calls) $ (clients with 6-10 calls$ (clients with 11+ calls)

Pick up the phone…

The economy…

Value-Add?

Page 6: Enterprisesoftwaresolutions October 2003 Leveraging the Benefits of Technology to Improve Customer Satisfaction Maria G. Anzini Andrew Bocchicchio Savannah.

enterprise software solutions

October 2003

Different, because…

The Internet and “Inflated” Customer Expectations…

Page 7: Enterprisesoftwaresolutions October 2003 Leveraging the Benefits of Technology to Improve Customer Satisfaction Maria G. Anzini Andrew Bocchicchio Savannah.

enterprise software solutions

October 2003

Leveraging Technology…

• Less revenue. Less calls. Less staff?

SCP audit => Plan required with proof of delivery… – Focus: « Electronic Service Delivery »,as a strategic

component of Support…

Page 8: Enterprisesoftwaresolutions October 2003 Leveraging the Benefits of Technology to Improve Customer Satisfaction Maria G. Anzini Andrew Bocchicchio Savannah.

enterprise software solutions

October 2003

Leveraging Technology…

Support Web Site

KnowledgeBase / Download Center / Activity Reports / Documentation / News / FAQs / Learning Center etc…

Using technology

to Re-Construct

the electronic conversation

Page 9: Enterprisesoftwaresolutions October 2003 Leveraging the Benefits of Technology to Improve Customer Satisfaction Maria G. Anzini Andrew Bocchicchio Savannah.

enterprise software solutions

October 2003

Leveraging Technology…

Demo

Page 10: Enterprisesoftwaresolutions October 2003 Leveraging the Benefits of Technology to Improve Customer Satisfaction Maria G. Anzini Andrew Bocchicchio Savannah.

enterprise software solutions

October 2003

Pass it on to the enterprise…

A traditional report is also available to renewal officers and account managers to report on Customers’ Web activities.

Page 11: Enterprisesoftwaresolutions October 2003 Leveraging the Benefits of Technology to Improve Customer Satisfaction Maria G. Anzini Andrew Bocchicchio Savannah.

enterprise software solutions

October 2003

Pass it on to the enterprise…

Download Center: Because of technology, the SWS has become a multifunction Web Site that allowed us to streamline disparate activities such as the Download Center etc.

This « evidence » helps the enterprise to maximize service and profits, and to extend our mission in retention and growth…

Page 12: Enterprisesoftwaresolutions October 2003 Leveraging the Benefits of Technology to Improve Customer Satisfaction Maria G. Anzini Andrew Bocchicchio Savannah.

enterprise software solutions

October 2003

Pass it on to the enterprise…

SWS Client Activity for September FY 03 (SWS Calls Perspective)

 Client

No

 Company name

 Dollar

Amount

Support Calls YTD

Call Entr

y

Call Acce

ss

 

3634 xxxx 

$98,094.93 

14 

9

 

6972 

xxxx 

$90,992.92 

2

 

80 

xxxx 

$74,846.59 

23 

1

 

1945 

xxxx 

$73,313.94 

1

 

233 

xxxxx 

$70,426.95 

1 5 

1 0 

1 0

Page 13: Enterprisesoftwaresolutions October 2003 Leveraging the Benefits of Technology to Improve Customer Satisfaction Maria G. Anzini Andrew Bocchicchio Savannah.

enterprise software solutions

October 2003

Pass it on to the customer…

Page 14: Enterprisesoftwaresolutions October 2003 Leveraging the Benefits of Technology to Improve Customer Satisfaction Maria G. Anzini Andrew Bocchicchio Savannah.

enterprise software solutions

October 2003

Leveraging Technology…

« If you have 1 unhappy Customer

on the Internet,

he doesn’t tell his 6 friends,

he tells his 6,000 friends. »

Jeff Bezos,President, Amazon.com