Dish Projects


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Dish Projects

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Dish Projects

  1. 1. Proposed changes to current Fax Cover and addition of the ability to create a central E-mail for commercial quotes
  2. 2. Fax Cover Letter <ul><li>The current cover letter contains ICS contact information leading customers to the front desk and ultimately the 1000 queue. </li></ul><ul><li>The cover letter is currently followed by a land lord permission form with no explanation. This is very informal and provides poor customer service. </li></ul><ul><li>Many customers call back with no idea what the information is for, or are unsure of what their next step is. </li></ul>
  3. 3. Fax Cover letter Solution Please refer to the new customer commercial fax cover letter. <ul><li>This cover letter will bring potential leads back to the originating commercial rep. This will save from repeat calls into 1000 and having multiple lead forms being submitted. </li></ul><ul><li>Additionally, the proposed letter will create ownership of Dish services to the customer by reasserting the packages and prices the rep quoted along with the land lord permission forms. </li></ul><ul><li>The only step remaining will be placing the order. </li></ul>
  4. 4. The missing gap: E-MAIL <ul><li>Approximately 40% of commercial leads will be required to submit a quote to their corporate offices or owners. My current procedure is to use a managers E-mail to type out the quote and then submit it. This is time consuming, informal, and creates a problem with commercial rep moral. </li></ul><ul><li>E-mail has a faster turn around time and can allow channel line ups to be sent without the need for the customer traversing Dish’s site. (Avoiding customer loss) </li></ul>
  5. 5. The missing gap: E-MAIL <ul><li>A single E-mail account with a single computer log in (I.E Windows log in with only E-mail and basic access), would be more than efficient. (Other Ideas) </li></ul><ul><li>E-mail can replace faxing all together when available reducing time, paper, and traffic in the front lobby. </li></ul><ul><li>E-mail access for commercial reps would free up manager time which is currently being taken up when quotes are required. </li></ul>
  6. 6. Drop site <ul><li>Customers wanting to see channels included in the packages should be directed to a drop site with commercial channel line ups which would be available on the fax covers and E-mailed quotes providing another avenue to ensure the customer returns to us, as apposed to Dish Network or another provider. </li></ul>
  7. 7. Residential Sale ADT Plug <ul><li>Once a residential sale has been installed, an automated E-mail is sent to the customer thanking them for their service. </li></ul><ul><li>The E-mail will include Dish Networks 1-800 number. This will reduce CSR work load and 1000 queue service calls. </li></ul><ul><li>The E-mail will also invite the customer to take advantage of a wonderful opportunity to protect their home with an ADT system. </li></ul><ul><li>Naturally ADT contact info will be included. </li></ul>