Problem.
The manager of
an electronic products developer and distributor found that too
much staff time was being consumed by increased after-sale customer inquiries - answering the same questions over and over again.
She asked her T-21 Team Manager (TM) how we might help.
Plan.
After review, the TM assembled an Auto-Attendant
Team for the
project. They suggested establishing an:
- Informational Web Site,
- Automated
Product Information Telephone Service, and
- Outsourced Level-1 Problem Resolution service.
Action.
First, the T-21 Web Specialist team members
constructed a Web Site, containing
information about all of the company's products, a
Frequently Asked Questions (FAQ) section, and downloadable manuals for each
product. The new Web Site address was printed on all product
packaging, literature, and correspondence.
Next, the Team designed a telephone
Auto-Attendant ("Phone Tree") service, providing basic information, reference to the new Web Site, and a selectable
FAQ recorded message service for each product.
Provision was made, allowing customers to request a call-back
from T-21 Level-1 Support - on both the Web Site and the
Telephone System - for problems not resolved by other support
measures.
Results.
T-21
supported and updated the Web Site, screened Web
Site and Telephone requests, and responded to questions, not
resolved by the Auto-Attendant or Web Site; special
or unusual questions were forwarded to the company's
technicians.
After the first year of operation, the company evaluated the project results and found that
T-21 provided greatly increased customer service at a
cost lower than the company's prior-year expenditure. All questions were answered
promptly, customer response to the new system was positive, and
company sales started to increase.
Since the company had
to respond to only a limited number of special problems, they were able to
reallocate service staff toward new product development.
The manager succinctly summarized, "No question about
it, this works
for us. We saved money and we're now able to put out more
new products. No complaints from me."
Note:
More recently, T-21
has expanded this function to others needing Order Desk and
Level-1
Problem Resolution functions.
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