Case study ---
Customer services at Datatronics
IST 7100 IT Policy and Strategy
Taking authority of customer services
Feedback by customer
Datatronics is a leading organization which serves their customers with Enterprise resource planning integrated solutions. Matt, leading a small team of developers at E-Z RP for fully integrated CRM/ERP/service management suit for small and medium sized enterprises. Matt’s team was working actively for sales and customer group. EZ-RP was able to manage the profitable business in SME and it has made a name for itself in the world of business which had attracted the Datatronics to acquire and merge it in them. E-Z RP was able to showcase their success on the grounds of the customer service and customer satisfaction. During the acquisition all the employees of the E-Z RP were also acquired remained employed with the Datatronics. Matt and his team was appointed to manage the customer services which they were least aware.
As a newly appointed manager of the customer service, Matt was able to identify few issues with the service as soon as he took in charge of it. He tried to explain his supervisor about the lack in the customer service performance and how it has been running as more of a cost center than as a means to understand more about Datatronics product and customer needs. He also explains about some of the weak points that Datatronics customer service departments is facing. The new representatives who were being acquired used to get a crash course in the company’s products before they actually face the customer questions. The department was in lack of new or updated technology.
Poorly designed website for a service representative to serve their customers with accurate information. The department was feeling the pressure because of the budget been cut by 10% of the actual cost for past 10 years. Costs seemed to be the driving force behind the department, everything used to carry out keeping cost in the mind instead of the customer satisfaction.
After the Matt’s review on the situation of the customer service department at Datatronics, I will replace Matt by me and would like to suggest the below recommendations to the department. Before providing any case sheet in order to improve the customer service at Datatronics, first we need to have the following information about the department. Like how many customer service representatives are working. Then what is the current data and knowledge of the products. How much time a representative is spending on a customer. Customer service representatives – First step to improve the standards is to change the way of hiring and acquiring the representatives in to the department and giving them the proper training about the company products. Making them to learn the ethics and communications skills so that they will be able to properly attend the customers and this in turn will lead to customer satisfaction. Budget allocation – According to the Joel, their first and foremost priority in the company is to manage the budget. But instead of managing it they were decreasing the costs that should generally go to the customer service department. So I would recommend that instead of decreasing the costs which is not beneficiary we should be able to balance the budget and increase it. Taking authority of customer services – The top managers should be able to take the ownership. It is very important to design a certain team pattern to run the service department which should include each and every one working in it. Right from taking calls to the finalizing the budget every module should be perfectly...
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