leveraging technology…

enterprise software solutions

October 2003

Leveraging the Benefits of Technology

to Improve Customer Satisfaction

Maria G. Anzini

Andrew Bocchicchio Savannah 2003


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…


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


October 2003


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.”


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?


October 2003

Different, because…

The Internet and “Inflated” Customer Expectations…


October 2003


• Less revenue. Less calls. Less staff?

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

component of Support…


October 2003


Support Web Site

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

Using technology

to Re-Construct

the electronic conversation


October 2003


Demo


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.


October 2003


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…


October 2003


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


October 2003

Pass it on to the customer…


October 2003


« 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

leveraging technology…

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