Tag Archives: customer service

Study on CRM Framework to Improve Customer Service

The need was to develop a repeatable and sustainable process to improve and measure customer satisfaction. There was a lack of coherence and visibility in initiatives taken by various divisions to improve customer service. Customer information and cost of service was not readily available for decision-making. Overall, there was a need to create a customer centric, cross-functional process orientation for the organization. Click here to read more…

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A Case Study on Vanguard Systems Thinking Method

Using the Vanguard Systems Thinking Method, our consultants have helped customers save millions of Pounds, Dollars and Euros, turn around customer service, win national awards and gain competitive advantage. Whether you are looking for a fast check of your service to see if there is scope for improvement or a full change programme to transform your performance and budgets, we can help. Click here to read more…

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Case Study of Karcher

As part of the global Kärcher brand, Kärcher UK is the market leader in its sector. Kärcher manufactures and markets a vast range of products, from pressure washers and road sweepers to army field kitchens. Although Kärcher doesn’t manufacture in the UK, staff based at the Banbury head office are tasked with selling, distributing and servicing the products around the country. To be number one, Kärcher UK depends on its staff and so wanted to reward and encourage them by providing externally recognised training. After talking with Intec, Kärcher decided to run NVQ level 2 in Business Administration, Customer Service and Management, in order to cover the needs of as many staff as possible.
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A Case Study on Retail Management

Suvidha’ is an upcoming chain of retail outlets for spreading their network in major metro cities. It has established a good name in quality home-made food products named ‘Mom’s recipes’. These products range from ready-to-cook vegetables, chapattis, pickles, salads etc. which have gained immense popularity among the working class. The company also assigns great importance to customer service.

Prakash is a business school graduate who has recently joined one of the outlets of Suvidha, as an intern. The Manager of the outlet has given him the task of optimizing the operations, with specific focus on employee costs and waiting time at the billing counters. Over 4 weeks, Prakash made some observations regarding customer footfalls at the Mall, average billing per customer and the average billing time. He also did a survey to understand the customers’ expectations about the waiting time at the billing counters. Click here to read more…


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A Case Studies on Banco Bradesco

Banco Bradesco, founded in 1943, is the second-largest private bank in Brazil, with more than 4,060 branches and 50,000 automatic teller machines across the country. Bradesco offers a range of financial services, including online banking, insurance, pension plans, annuities, credit card services, savings bonds, and personal and commercial loans.

The organization needs to maintain high availability for several mission-critical customer-facing applications, including a customer service portal based on Microsoft SharePoint Server 2010. “This application is our main customer service channel, and it is a key point of interaction with our customers,” says Wilson Yoshio Okamoto, IT Manager, Bradesco Bank. “Also critical is our online banking site, which handles thousands of customer transactions every day. If these applications go down, the bank’s business stops.” Click here to read more…

Case Study on Mwave

3 Million Customers know Mwave is synonymous with high quality personal service. With their extensive product line of computer components, peripherals and electronics, Mwave.com sees an unprecedented amount of repeat buyers, which include end users, corporate customers, Value Added Resellers, and Government and Educational Institutions.

With an ongoing commitment to customer service, Mwave looked to offer existing customers more choice at the checkout, plus reach a new audience. Offering a new payment option to customers, who may not have access to credit, or be comfortable with checking out online, allowed Mwave to reach users who, previously, could not take advantage of the products and services they offer to the on-line shopper. Read more..

[youtube http://www.youtube.com/watch?v=bu6_U61LPyI&w=640&h=360]

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Case Study of Beach Energy Services

In 2002, the City of Jacksonville Beach Electric Utility serviced more than 32,000 customers from Jacksonville Beach, Neptune Beach, Ponte Vedra and Palm Valley. However, neither their name nor their brand were representative of the utility’s service area or goals. While utility service is merely one function of most city governments, the City of Jacksonville Beach felt their customers deserved a brand more representative of their goals and values: customer service, reliability, and commitment to their communities and environment. Read more..

[youtube http://www.youtube.com/watch?v=4QnmhFOphZo&w=640&h=360]

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Case Study on Port of Tauranga

A commitment to customer service and innovative shipping solutions has established the Port of Tauranga as the preferred cargo gateway for New Zealand and the economic hub of the Bay of Plenty and Waikato regions. The key to the success of this, New Zealand’s fastest growing port, is a focus on maintaining its core business at Tauranga, while also expanding into new ventures that are reshaping the traditions of service delivery in New Zealand’s port sector. A key part of maintaining its competitive position, particularly with the Port of Auckland itself was to provide an efficient way to deliver the containers from Tauranga to MetroPort in Auckland after they were unloaded. Click here to read more…

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Case Study British Airways

A few years ago BA embarked on its relationship with RightNow creating AskBA, a customer service implementation that answered 55,000 customers’ questions every week. This was at the forefront of the airline’s vision of a customer-enabled ba.com where the web plays a pivotal role in allowing customers to serve themselves to everything from booking a flight, holiday or car, to checking in online, changing their booking, and printing their own boarding pass. Read more..

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[youtube http://www.youtube.com/watch?v=NNrIJA_IZlg&w=640&h=360]