Increased customer satisfaction with a measurable return on investment 

Increasing expectations means that customers are no longer prepared to put up with unnecessary delays in resolving complaints or having to repeat their question every time they call. In parallel, increasing cost pressures mean that organisations are looking to make customer service functions as efficient as possible.

With the customer care insight package your customer service agents will have the information to hand, including history of previous calls, to resolve more customer queries on the spot irrespective of their nature. Where they need more in depth handling they will be automatically allocated to the right person to deal with the query.

Information on customer issues will be highlighted to your sales people or account managers who will be better equipped to manage the customer relationship.

Information on customer service workload will also be available, including time to resolution and number of queries by category / reason.

The solution offers organisations an ideal starting point for exploiting other areas of SAP CRM in the future including marketing, sales and service functionality through contact centre, internet and mobile channels.

Benefits at a glance

• Less time spent on resolving customer queries
• Increased customer satisfaction
• More customer queries resolved first time
• Integration with SAP R/3 including linking of R/3 documents associated with a query and full access to customer details
  
• Better informed sales force
• Fewer field service visits (where applicable)
• Platform for further customer service enhancements including campaign management, CTI integration etc.  
  

Within the scope of the package we will

• Install the software
  
• Rapid two week blueprint to tailor the components to the needs of your organisation
  
• Configure the mySAP components
  
• Assist in the definition of measures to calculate your ROI
  
• Train key users in the use of the solution.