The client wanted to implement more efficient system to improve his customer service standards
The business had grown and existing support system was unable to take the loads and required additional manpower, provided less accountability and longer time to support the customer. Inefficient customer service was eating into the profits and had a risk of loosing customers too.
The solution desired was to have a single point of contact with the customers, quick resolution of queries, a central repository of knowledge base conveniently available to all involved, and workflow for escalating the issues that need additional support or are delayed beyond agreed service levels.
We developed a solution for the client using Microsoft Office SharePoint Server 2007. The system was developed in a manner that anybody on the help desk could easily refer history records of the client, book trouble tickets, suggest solutions. The help desk staff could select a workflow for the ticket so that it is automatically forwarded to the respective department for further actions.
The tickets are updated on respective department dashboards and follow the workflow with defined service levels.
Reporting tools provided the management with system updates. As a result of the system implemented the help desk spent much more quality time with the customers, there was a faster turnaround of customer complaints. The number of calls managed per help desk increased significantly and with growing knowledge repository the skill set required to manage the help desk reduced significantly.
The system improved customer service and reduced the cost of managing customer complaints adding to the bottom line.
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