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Leveraging Technology…

Leveraging the Benefits of Technology to Improve Customer Satisfaction Maria G. Anzini Andrew Bocchicchio Savannah 2003. Leveraging Technology…. A Case Study www.speedware.com The Web was made for Customer Service

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Leveraging Technology…

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  1. Leveraging the Benefits of Technology to Improve Customer Satisfaction Maria G. Anzini Andrew BocchicchioSavannah 2003

  2. 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…

  3. The 3 Laws of Customer Support… • Pick up the phone • Get the Customer to the right person • Count the beans

  4. 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.”

  5. Different, because… The economy… Pick up the phone… Value-Add?

  6. Different, because… The Internet and “Inflated” Customer Expectations…

  7. 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… In Quest of Evidence...

  8. Leveraging Technology… Using technology to Re-Construct the electronic conversation Support Web Site KnowledgeBase / Download Center / Activity Reports / Documentation / News / FAQs / Learning Center etc…

  9. Leveraging Technology… Demo

  10. Pass it on to the enterprise… A traditional report is also available to renewal officers and account managers to report on Customers’ Web activities.

  11. 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…

  12. Client No Company name Dollar Amount Support Calls YTD Call Entry Call Access 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 Pass it on to the enterprise… SWS Client Activity for September FY 03 (SWS Calls Perspective)

  13. Pass it on to the customer…

  14. 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

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