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Achieving Excellence in Customer Service


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The pace and complexity of the high tech industry require companies to continually innovate and customize their services, deliver those services quickly and also maintain high quality. Describe an EBusiness Suite Service Implementation Experience and its challenges. The presentation will also discuss the Customer Service and Support spectrum—which for High Tech companies include not only service strategy, but also Online Customer Support, Depot Repair, Spare Parts Management, Warranty and Extended Contract Management.

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Achieving Excellence in Customer Service

  1. 1. Achieving Excellence in Customer Service Chiranjib Sarkar Quantum Corporation
  2. 2. <ul><li>Chiranjib Sarkar is an Applications Architect and Project Manager at Quantum Corporation </li></ul><ul><li>Chiran has worked with Oracle Applications for over 11 years, as both an implementer and Project Manager </li></ul><ul><li>He is currently OAUG Contracts SIG Coordinator </li></ul>Speaker’s Qualifications
  3. 3. <ul><li>Company Overview </li></ul><ul><li>High Tech Industry Definition </li></ul><ul><li>High Tech Overall Challenges </li></ul><ul><li>High Tech Integrated Service Flows </li></ul><ul><li>Factors to Achieve Service Excellence </li></ul><ul><li>Other Business Challenges </li></ul><ul><li>Q&A </li></ul>Presentation Agenda
  4. 4. Quantum at a Glance <ul><li>The global leader in backup, recovery and archive </li></ul><ul><li>- Pioneer in disk backup and data deduplication </li></ul><ul><li>- Worldwide market share leader in tape automation </li></ul><ul><li>- Proven software provider for large-scale archiving </li></ul><ul><li>Over 25 years of storage experience </li></ul><ul><li>Annual revenue of nearly $1B and 2000 employees </li></ul><ul><li>Global presence, including service in 100+ countries </li></ul>
  5. 5. StorageCare™ Technology & Services Quantum Product Portfolio Disk-based Backup, Deduplication, & Replication Tape Automation, Devices & Media Data Archiving & Management Software System Management Tools
  6. 6. <ul><li>400+ Worldwide Service Employees </li></ul><ul><li>Vast Product Expertise </li></ul><ul><ul><li>50+ Products Supported </li></ul></ul><ul><ul><li>Entry-level to Enterprise </li></ul></ul><ul><ul><li>Disk, tape, and software </li></ul></ul><ul><li>Service Available in 100+ Countries </li></ul><ul><li>Call Handling Centers Located Strategically Around the Globe </li></ul>Quantum Global Services
  7. 7. <ul><li>Company Overview </li></ul><ul><li>High Tech Industry Definition </li></ul><ul><li>High Tech Overall Challenges </li></ul><ul><li>High Tech Integrated Service Flows </li></ul><ul><li>Factors to Achieve Service Excellence </li></ul><ul><li>Other Business Challenges </li></ul><ul><li>Q&A </li></ul>Presentation Agenda
  8. 8. <ul><li>Computers & Office Equipments </li></ul><ul><li>Consumer Electronics </li></ul><ul><li>Communications Equipments </li></ul><ul><li>Semiconductor </li></ul><ul><li>Software </li></ul><ul><li>Industrial Electronics </li></ul><ul><li>Defense Electronics </li></ul>High Tech Industry Examples
  9. 9. High Tech Industry Growth
  10. 10. <ul><li>Company Overview </li></ul><ul><li>High Tech Industry Definition </li></ul><ul><li>High Tech Overall Challenges </li></ul><ul><li>High Tech Integrated Service Flows </li></ul><ul><li>Factors to Achieve Service Excellence </li></ul><ul><li>Other Business Challenges </li></ul><ul><li>Q&A </li></ul>Presentation Agenda
  11. 11. High Tech Overall Challenges <ul><li>New products enter the market in rapid succession </li></ul><ul><li>The competitive situation changes almost daily </li></ul><ul><li>Consumer expectations for service continue to rise </li></ul>
  12. 12. Why Customers Leave? 82% Customer leave due to inadequate customer service and dissatisfaction with products
  13. 13. General Customer Service Frustrations <ul><li>Having customer service agents who do not know customer details and history based on information customer provides </li></ul><ul><li>Having service agents who can not take ownership of the problem </li></ul><ul><li>Having employees who are not knowledgeable and well informed </li></ul>The key to customer retention is good customer service applications
  14. 14. <ul><li>Company Overview </li></ul><ul><li>High Tech Industry Definition </li></ul><ul><li>High Tech Overall Challenges </li></ul><ul><li>High Tech Integrated Service Flows </li></ul><ul><li>Factors to Achieve Service Excellence </li></ul><ul><li>Other Business Challenges </li></ul><ul><li>Q&A </li></ul>Presentation Agenda
  15. 15. What are the EBS Solutions we have? Option# 1 Option# 2 Option# 3 In this presentation we will discuss the details related to Option#1 <ul><li>Order Management </li></ul><ul><li>Accounts Receivables </li></ul><ul><li>Teleservice </li></ul><ul><li>Service Contracts </li></ul><ul><li>Depot Repair </li></ul><ul><li>iSupport </li></ul><ul><li>Order Management </li></ul><ul><li>Oracle Projects </li></ul><ul><li>Teleservice </li></ul><ul><li>Service Contracts </li></ul><ul><li>Depot Repair </li></ul><ul><li>iSupport </li></ul><ul><li>Order Management </li></ul><ul><li>Oracle Project Accounting </li></ul><ul><li>Teleservice </li></ul><ul><li>Oracle Project Contracts </li></ul><ul><li>iSupport </li></ul>
  16. 16. Examples of Support Services Product Support Services Professional Services Educational Services <ul><li>24-hour global support with proactive use of technology </li></ul><ul><li>Responsive on-site service </li></ul><ul><li>Online help at Customer Service Center web site </li></ul><ul><li>Spares support & Firmware upgrades </li></ul><ul><li>Backup assessments </li></ul><ul><li>Solution-sizing guidance </li></ul><ul><li>End-to-end solutions </li></ul><ul><li>Open systems integration </li></ul><ul><li>Installation & configuration </li></ul><ul><li>Interoperability validation </li></ul><ul><li>Product training courses </li></ul><ul><li>Classroom, online or onsite </li></ul><ul><li>Multiple locations </li></ul><ul><li>Customized training </li></ul>
  17. 17. Integrated Service Solution Step 1 Customers contact Help Desk Number Customer Support Agent captures Customer Information, system serial no and problem descriptions Create new service request or update existing service requests. CSA check Installbase for Active warranty/ contract Step 2 <ul><li>Customers contact Helpdesk – Customers call helpdesk / customer support number and explain the problem. They can also send emails or fax with the problem description and system details. Some companies use self services and allow customers to enter service requests via iSupport. </li></ul><ul><li>Customer Support Agent Activities – Global Call Handling Agents note that information is correct; enters a problem summary; writes additional details in the Workbench; enters Problem Code and Error Code. If customer is on Special Handling list, follow directions from list or by alert in Oracle. Save the service request and provide SR number to customer. </li></ul><ul><li>Assign the Service Request – CSA checks Installbase if the customer has any active warranty/contract. Once they find active warranty/ contract, they determine which group is assigned to the service request depending on the product and contract coverage and also create task for the appropriate group. Incase there is no valid warranty/contract CSA creates a Task and assign the task to Service sales team. </li></ul>Customer Support Representative Process Flow Description Step 3 In case of Active warranty/contract Customer Support assign the Service Request to Technical Support Group In case of no Active warranty/contract, Customer Support Agent assigns the Service Request to Service Sales Follow Tech Support Process Follow Service Sales Process Teleservice Teleservice
  18. 18. Integrated Service Solution Step 1 Tech Support review the service request and determine the priority from the customer contract. Review Knowledge Base and if needed assign the service request to next level support Contact the customer Step 2 <ul><li>Review the Service Request – Tech support team members are domain experts. They review their Universal Queue. They review customer contract type (2hrs, 4hrs, Next Day etc.) and decide the priority. They review the service request details (e.g. problem description, problem code). </li></ul><ul><li>Search Knowledge Base – Tech Support searches KB for similar problem and contact customer for more details. Sometimes Tech support may decide to assign the service request to the next level. </li></ul><ul><li>Various Options for Tech support – Based on the findings Tech Support can choose any of the options: 1) Close the service request with problem resolution. 2) Ask customer to return system or components and also help customer to complete RMA paper work. 3) Assign the service request to onsite support team </li></ul>Technical Support Process Flow Description Decide that customer needs to return the material and guide the customer to complete RMA paper work Step 3 Close the service request with problem resolution Create Task and assign the service request to Onsite Support Team (Field Service Engineers) Follow Field Service Process Follow RMA Process Teleservice Knowledge Base Teleservice
  19. 19. Integrated Service Solution Step 1 Tech Support Reviews the customer entitlement and decide Depot Repair Type (Return and Repair, Exchange or Advance Exchange) Service Logistics create Repair Order Contact the customer Step 2 <ul><li>Decide the Repair Type – Tech support reviews customer entitlement and decides repair type. Update the details in service request and also inform Service logistics. </li></ul><ul><li>Create Repair Order – Service logistics pick the repair type and creates the repair order. </li></ul><ul><li>Repair Types –1) Return and Repair: Products returned to the depot (RMA#) and once repair is complete ship the same product (Sales order#) to customer. 2) Exchange: Products returned to the depot (RMA#) and then similar exchange product is sent out (Sales Order#) from service inventory. The customer broken product is sent to repair facility. 3) Advance Exchange: Advance product is sent out (sales order#) and then receives the customer broken product. </li></ul>Depot Repair Process Flow Description Exchange Product is sent out after the customer’s broken product has been received Step 3 Return and Repair Products returned to the depot for repair Advance Exchange An advance product is sent out prior to receiving the customer broken Product Teleservice Depot Repair Teleservice Depot Repair Depot Repair
  20. 20. Integrated Service Solution Step 1 Tech support decides onsite support (Internal or External) and create task and assign the SR to Field Engineer Field Engineer visits customer site and start trouble shooting the system Contact depot and order spare parts and update the service request Step 2 <ul><li>Assign Field Engineer – Tech support reviews the installbase and identify onsite support details. Onsite support can be internal or external. Tech support then assign the SR to Field Engineer. </li></ul><ul><li>Field Engineer Activities – Field Engineer first calls the customer and then visits customer site. Field Engineer does trouble shooting and if needed ask for spare parts from the depot. </li></ul><ul><li>Update Service Request – Once the field service is complete field engineer updates service request with problem resolution, onsite details, time taken to resolve the issue. </li></ul>Field Service Process Flow Description Step 3 Update service request with problem resolution, onsite details, start and End time Close the Service Request Teleservice Teleservice Inventory Teleservice
  21. 21. Integrated Service Solution Step 1 Service sales contact customer to renew the contract and send the Renewal Quotation Customer Decides to renew the contract Customer decides to pay service based on time and material Step 2 <ul><li>Send Renewal Information – Service Sales send renewal quote to customer. </li></ul><ul><li>Customer Decisions – Customer can renew the contract or decide to pay time and material basis. In case customer approves the quote service sales enter service request notes on how to support the customer. If customer decides T&M then service sales direct customer support to collect the T&M amount. Customer support collects T&M amount and assigned the service request to tech support. </li></ul>Service Sales Process Flow Description Step 3 Update service request and create notes on how to support Invoice the customer for T&M and assign to Customer support for appropriate action Teleservice Teleservice Accounts Receivables
  22. 22. Integrated Service Solution Step 1 Order entry enters sales order for Hardware and Installation services and completes the hardware shipments System automatically create service requests Complete Installation Task & close the task/service request Step 2 <ul><li>Enter & Fulfill Sales Order – Enter a sales order for hardware and installation services and then completes the hardware shipments. System applies hold in the installation service lines. </li></ul><ul><li>Create service request & complete tasks – Through a custom program create service request for the installation lines. Assign the task to field engineer and once field engineer completes the tasks, close the service request. </li></ul><ul><li>Invoice the customer - Once service request installation is closed, custom program automatically release the hold and invoice the customer through account receivables. </li></ul>Professional Service Process Flow Description Step 3 Release the Hold from the Installation service lines Invoice the customer for the installation services Order Management Custom Custom Teleservice Account Receivables
  23. 23. <ul><li>Company Overview </li></ul><ul><li>High Tech Industry Definition </li></ul><ul><li>High Tech Overall Challenges </li></ul><ul><li>High Tech Integrated Service Flows </li></ul><ul><li>Factors to Achieve Service Excellence </li></ul><ul><li>Other Business Challenges </li></ul><ul><li>Q&A </li></ul>Presentation Agenda
  24. 24. Factors To Achieve Excellence <ul><li>Customer Support Process </li></ul><ul><ul><li>Capture complete incident details– Make sure CSA enters customer details, product details and problem details correctly </li></ul></ul><ul><ul><li>Update Installbase customer details as needed </li></ul></ul><ul><ul><li>Assign the service request to correct technical support team </li></ul></ul><ul><ul><li>Capture start and end time accurately </li></ul></ul><ul><li>Tech Support Process </li></ul><ul><ul><li>Use Knowledge base </li></ul></ul><ul><ul><li>Manage Universal Work Queue </li></ul></ul><ul><ul><li>Decide the field service or return material options </li></ul></ul><ul><ul><li>Capture start and end time accurately </li></ul></ul>
  25. 25. Factors To Achieve Excellence <ul><li>Depot Repair Process </li></ul><ul><ul><li>Create Repair Order properly </li></ul></ul><ul><ul><li>Process the RMA and Ship exchange/advance exchange product </li></ul></ul><ul><ul><li>Manage and Plan Repair inventory </li></ul></ul><ul><ul><li>For advance exchange get back the customer broken product </li></ul></ul><ul><li>Field Service Process </li></ul><ul><ul><li>Spares Parts Management </li></ul></ul><ul><ul><li>Onsite trouble shooting </li></ul></ul><ul><ul><li>Contact External Service Provider’s Field Engineer </li></ul></ul><ul><ul><li>Capture Start and End time accurately </li></ul></ul>
  26. 26. Factors To Achieve Excellence <ul><li>Service Sales Process </li></ul><ul><ul><li>Contact Customer for Contact renewal </li></ul></ul><ul><ul><li>Communicate to Tech Support appropriately </li></ul></ul><ul><li>Installbase Management Process </li></ul><ul><ul><li>Update Customer and Site details after initial shipment </li></ul></ul><ul><ul><li>Capture primary contact details </li></ul></ul><ul><ul><li>Capture External Supplier Details in case Onsite support=External </li></ul></ul><ul><ul><li>Update Item Parent Child relationship </li></ul></ul><ul><ul><li>Manage Contract/Warranty to Installbase instance relationship </li></ul></ul>
  27. 27. Factors To Achieve Excellence <ul><li>Knowledge Base Management </li></ul><ul><ul><li>Document solutions of incidents </li></ul></ul><ul><ul><li>Quality of customer documentation </li></ul></ul><ul><ul><li>Search capability </li></ul></ul><ul><ul><li>Team to manage and update knowledge base regularly </li></ul></ul><ul><ul><li>Many customer support problems are actually KB problems </li></ul></ul><ul><li>Training </li></ul><ul><ul><li>Train customer support agent to capture complete incident details </li></ul></ul><ul><ul><li>Train Tech support to classify and prioritize service requests </li></ul></ul><ul><ul><li>Define a process to handle urgent service requests </li></ul></ul><ul><li>Reporting </li></ul><ul><ul><li>Service effectiveness for customer service representative, technical support, field service </li></ul></ul><ul><ul><li>Product and company satisfaction surveys </li></ul></ul>
  28. 28. <ul><li>Company Overview </li></ul><ul><li>High Tech Industry Definition </li></ul><ul><li>High Tech Overall Challenges </li></ul><ul><li>High Tech Integrated Service Flows </li></ul><ul><li>Factors to Achieve Service Excellence </li></ul><ul><li>Other Business Challenges </li></ul><ul><li>Q&A </li></ul>Presentation Agenda
  29. 29. Business/ Applications Challenges <ul><li>Use External Companies to handle 24/7 call center </li></ul><ul><ul><li>Due to cost and also to support different time zones companies are more hiring another company to support 24/7 call center. Customer support representative’s training is critical </li></ul></ul><ul><li>Use External Companies to handle Onsite Support </li></ul><ul><ul><li>Train external field service engineers </li></ul></ul><ul><ul><li>Need process to assign the ticket to external field service engineers and contact them immediately </li></ul></ul><ul><ul><li>Multiple external onsite suppliers </li></ul></ul><ul><ul><li>Capture details e.g. onsite report, start time, end time </li></ul></ul><ul><ul><li>Service contract does not support subcontract creation so companies who are not using project contracts need to build custom process to link customer service contract, install base instance and supplier purchase order. </li></ul></ul>
  30. 30. Business/ Applications Challenges <ul><li>Professional/Installation Service integration in EBS </li></ul><ul><ul><li>Currently there is no standard Oracle EBS interface or logic to create installation or integration service requests from order management. </li></ul></ul>
  31. 31. Q & A
  32. 32. <ul><li>Contact Details: </li></ul><ul><li>Email id: </li></ul><ul><li>LinkedIn Profile: </li></ul><ul><li>Contracts SIG Website URL: </li></ul>Thank You