<ul><li>Concepts related to Customer Care Management </li></ul><ul><li>Issues </li></ul><ul><li>Reasons </li></ul><ul><li>...
<ul><li>Started their operations in 2001 </li></ul><ul><li>Main function was to provide technical support, make outbound s...
<ul><li>CRM Aspects </li></ul><ul><li>Operational CRM – “Front Office CRM” </li></ul><ul><li>Placing of Orders and Need fo...
<ul><li>It can be predicted by two methods: </li></ul><ul><li>1) Erlang C </li></ul><ul><li>Parameters required </li></ul>...
 
<ul><li>The approach was not customer centric </li></ul><ul><li>Lack of consistency in service quality </li></ul><ul><ul><...
<ul><li>Focus was on generating revenues </li></ul><ul><li>AHT of calls and pay scales </li></ul><ul><li>Cultural differen...
<ul><li>Verification authorization slows troubleshooting. </li></ul><ul><li>Identifying customers through the caller ID in...
<ul><li>Dell’s new ProSupport </li></ul><ul><ul><li>Collaborative Support for Hardware and Software. </li></ul></ul><ul><u...
<ul><li>GOLD SUPPORT </li></ul>
<ul><li>Dedicated Support Lines For Different Products </li></ul><ul><li>Staffing Inline With The  Priority Of Product’s S...
 
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dell

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