1. enterprisesoftwaresolutions October 2003 Leveraging the Benefits of Technology to Improve Customer Satisfaction Maria G. Anzini Andrew Bocchicchio Savannah 2003

2. enterprisesoftwaresolutions October 2003 Leveraging Technology… A Case Study www.speedware.com The Web was made for Customer Service Provides us with a wealth of valuable Customer info that MUST be mined… Technology can provide the traditional anonymous Web visitor with an electronic « face »… Considered as strategic because it allows for the information to be leveraged efficiently by other units within the enterprise… In the end, this benefits the customers, thus improving customer loyalty, satisfaction, and retention…

3. enterprisesoftwaresolutions October 2003 The 3 Laws of Customer Support… 1.Pick up the phone 2.Get the Customer to the right person 3.Count the beans

4. enterprisesoftwaresolutions October 2003 Leveraging Technology… Albert Einstein was cautioned about a physics exam he was giving because it contained the same questions as the prior year... Yes, he replied, but the answers are different this year.

5. enterprisesoftwaresolutions October 2003 Different, because… Pick up the phone… The economy… Value- Add?

6. enterprisesoftwaresolutions October 2003 Different, because… The Internet and Inflated Customer Expectations…

7. enterprisesoftwaresolutions October 2003 Leveraging Technology… Less revenue. Less calls. Less staff? SCP audit => Plan required with proof of delivery… –Focus: « Electronic Service Delivery »,as a strategic component of Support…

8. enterprisesoftwaresolutions October 2003 Leveraging Technology… Support Web Site KnowledgeBase / Download Center / Activity Reports / Documentation / News / FAQs / Learning Center etc… Using technology to Re-Construct the electronic conversation

9. enterprisesoftwaresolutions October 2003 Leveraging Technology… Demo

10. enterprisesoftwaresolutions October 2003 Pass it on to the enterprise… A traditional report is also available to renewal officers and account managers to report on Customers Web activities.

11. enterprisesoftwaresolutions October 2003 Pass it on to the enterprise… Download Center: Because of technology, the SWS has become a multifunction Web Site that allowed us to streamline disparate activities such as the Download Center etc. This « evidence » helps the enterprise to maximize service and profits, and to extend our mission in retention and growth…

12. enterprisesoftwaresolutions October 2003 Pass it on to the enterprise… SWS Client Activity for September FY 03 (SWS Calls Perspective) Client No Company name Dollar Amount Support Calls YTD Call Entry Call Access 3634 xxxx $98,094.93 14 0 9 6972 xxxx $90,992.92 9 8 2 80 xxxx $74,846.59 23 5 1 1945 xxxx $73,313.94 8 0 1 233 xxxxx $70,426.95 1 5 1 0 1 0

13. enterprisesoftwaresolutions October 2003 Pass it on to the customer…

14. enterprisesoftwaresolutions October 2003 Leveraging Technology… « If you have 1 unhappy Customer on the Internet, he doesnt tell his 6 friends, he tells his 6,000 friends. » Jeff Bezos,President, Amazon.com