enterprise software solutions October 2003 Leveraging the Benefits of Technology to Improve Customer Satisfaction Maria G. Anzini Andrew Bocchicchio Savannah 2003
Mar 26, 2015
enterprise software solutions
October 2003
Leveraging the Benefits of Technology
to Improve Customer Satisfaction
Maria G. Anzini
Andrew Bocchicchio Savannah 2003
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…
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
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.”
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?
enterprise software solutions
October 2003
Different, because…
The Internet and “Inflated” Customer Expectations…
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…
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
enterprise software solutions
October 2003
Leveraging Technology…
Demo
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.
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…
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
0
9
6972
xxxx
$90,992.92
9
8
2
80
xxxx
$74,846.59
23
5
1
1945
xxxx
$73,313.94
8
0
1
233
xxxxx
$70,426.95
1 5
1 0
1 0
enterprise software solutions
October 2003
Pass it on to the customer…
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