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dell

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    dell dell Presentation Transcript

    •  
      • Concepts related to Customer Care Management
      • Issues
      • Reasons
      • Steps Taken
      • Recommendations
      • Started their operations in 2001
      • Main function was to provide technical support, make outbound sales calls, back office support
      • Received complaint from US customers in 2003
      • Complaints mainly regarding language , long hold time and scripted responses.
      • Corrective measures taken by Dell.
      • Failed to complement growth in sales with good customer service.
      • CRM Aspects
      • Operational CRM – “Front Office CRM”
      • Placing of Orders and Need for service –
            • Telephone
            • Website
      • Collaborative CRM - Direct communication with customers not involving sales or service representatives.
      • In 1999, Dell launched “E-Support Direct from Dell”
      • Analytical CRM – “Strategic CRM”
      • Formed an analytics team
      • Proficient at data mining and analytical modeling
      • To develop new models and processes
      • It can be predicted by two methods:
      • 1) Erlang C
      • Parameters required
      • Average conversation time in secs
      • Average completion time in secs
      • Number of calls
      • Desired service level
      • Assumption:
      • Unanswered calls wait and do not hang up
      • 2) Simulation
    •  
      • The approach was not customer centric
      • Lack of consistency in service quality
        • Language difficulties (accent, communication)
        • Long hold times
        • Scripted responses
      • Large number of products being handled by Dell India
      • ‘ Talent supply’ at the middle management level
      • Recruitment of ‘right’ employees for specific jobs (inappropriate selection process)
      • High attrition rate (wrong hires, inability to cope with stress)
      • Focus was on generating revenues
      • AHT of calls and pay scales
      • Cultural differences
      • Inappropriate accent training
      • Customized and variety of products & services
      • Increase in the volume of calls
      • Increasing demand and less supply
      • Verification authorization slows troubleshooting.
      • Identifying customers through the caller ID info.
      • Saves time, money & enhances customer service.
      • Dell’s new ProSupport
        • Collaborative Support for Hardware and Software.
        • 24x7 Expert Center Phone and Online support.
        • Next Business Day Onsite Service .
      • Dell-Connect
        • A remote diagnosis and resolution tool
      • Dell’s “Proactive Maintenance”
        • Assessment and recommendations for updating drivers and firmware.
      • Dell’s Corporate Blog and Websites
        • Corporate Blog and forums
        • Dell Studio and Idea storm
      • GOLD SUPPORT
      • Dedicated Support Lines For Different Products
      • Staffing Inline With The Priority Of Product’s Sales Potential And Expected Call Inflow
      • Immediate Feedback Call Reverts To Customers To Analyze Satisfaction Levels
      • Shift In Focus From AHT to Problem Resolution
      • Educate Customers About Online Support Available For Elementary Problems
    •