Establishing a “Customer Care Service” System at Jentecstorage Incorporated

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Establishing a “Customer Care Service” system
At JENTECStorage Incorporated

Eugene Librando / Jonalyn Valmocina– MBA
Colegio de San Juan de Letran - Calamba

CHAPTER 1

Rationale

The researchers chose to study the issue on billing system and customer complaint handling of JENTEC Storage Incorporated. The researchers believe that addressing this area of concern will have a significant impact on company’s financial performance and customer relation. Since one of the researchers is part of the Admin department that handled the Accounts Receivable department.This will significantly improve the company’s system in providing customer care service in it’s client.

The Problem

The researchers have observed that there has been an increase of concern on the part of billing system happening on different depot (warehouses) of JENTEC Storage Inc. Another was unmanaged client/customer concern on the service being provided by the company. The researchers are concerned that if these issues were not properly address, it will potentially cause a significant “loss of business” for JENTEC.

Objective

Through this study the researcher’s goal is to answer the following questions and derive a holistic solution to it. • What are the underlying reasons on why company is experiencing unsettled billing with their client, overdue billing and bad debts of the company? • What are the causes of the billing error in each depot/warehouses and how much time are spend before the billing is receive bythe intended client. • How each depot handles their respective customer complaint and do they have the resources and capability to manage it? • Thus the current system of eighteen depots still fit to manage the billing system and manage customer complaint of the client? • Is there a need for the company to establish a “Customer Care System” to...
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