Achieving Excellence in Customer Service

Achieving Excellence in Customer Service Chiranjib Sarkar Quantum Corporation

[object Object],[object Object],[object Object],Speaker’s Qualifications

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Presentation Agenda

Quantum at a Glance ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

StorageCare™ Technology & Services Quantum Product Portfolio Disk-based Backup, Deduplication, & Replication Tape Automation, Devices & Media Data Archiving & Management Software System Management Tools

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Quantum Global Services

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],High Tech Industry Examples

High Tech Overall Challenges ,[object Object],[object Object],[object Object]

Why Customers Leave? 82% Customer leave due to inadequate customer service and dissatisfaction with products

General Customer Service Frustrations ,[object Object],[object Object],[object Object],The key to customer retention is good customer service applications

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 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Examples of Support Services Product Support Services Professional Services Educational Services ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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 ,[object Object],[object Object],[object Object],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

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 ,[object Object],[object Object],[object Object],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

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 ,[object Object],[object Object],[object Object],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

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 ,[object Object],[object Object],[object Object],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

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 ,[object Object],[object Object],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

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 ,[object Object],[object Object],[object Object],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

Factors To Achieve Excellence ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Factors To Achieve Excellence ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Factors To Achieve Excellence ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Business/ Applications Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Business/ Applications Challenges ,[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],Thank You

Achieving Excellence in Customer Service

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Achieving Excellence in Customer Service