Delwarca Software Remote Support Unit – an Overview
This firm provides supply chain management Software to large corporate clients around the world. Its clients are the firms that prefer to assemble corporate solutions by leveraging a combination of software programs from various suppliers and do not implement a single enterprise resource planning system. Delwarca has to provide telephone support services for some complicated software –hardware performance problems as well as interaction problems. It also provides software support on issues that are related to software up gradation and installation, Trojans and malware, and also avoidance of processing failure.
The Remote support Unit of the company was responsible for resolving called in …show more content…
The pre – rapid ID process involved therefore involved a huge waiting time (hold time) and solution time. While the customers were perfectly happy with the technical expertise and problem solving capabilities of Delwarca they were irritated with the huge time delays which create a negative feedback for the organisation. So McKinnon’s boss wanted him to correct this issue with very little scope to increase the budget of the Remote Support unit
So after due diligence, McKinnon and Delwarca’s remote support unit implemented a new customer support program. The Primary aim of the program being - reduce the customer wait time of customer calls, improve customer satisfaction, and reduce costs. Despite this program, after a year the customer dissatisfaction has been found to have increased.
Rapid ID Model / …show more content…
• Having a director is a sound logic. But the director is rendered helpless because the customers always want to talk to senior associates. So the option for direct requests to senior associates should be discontinued. The director should be empowered to decide the criticality of the issue and then take a call. This would free up more time for the senior associate to handle tougher tasks that the regular associates cannot handle.
• Look at hiring employees (non-technical – help desk type) who could take over the role of a director and free up the associates. With proper documentation they would be able to figure out where the issue needs to go. This will help use the associates more productively.
• Introduce a more effective system to track the after call activities which take a considerable amount of time.
This firm provides supply chain management Software to large corporate clients around the world. Its clients are the firms that prefer to assemble corporate solutions by leveraging a combination of software programs from various suppliers and do not implement a single enterprise resource planning system. Delwarca has to provide telephone support services for some complicated software –hardware performance problems as well as interaction problems. It also provides software support on issues that are related to software up gradation and installation, Trojans and malware, and also avoidance of processing failure.
The Remote support Unit of the company was responsible for resolving called in …show more content…
The pre – rapid ID process involved therefore involved a huge waiting time (hold time) and solution time. While the customers were perfectly happy with the technical expertise and problem solving capabilities of Delwarca they were irritated with the huge time delays which create a negative feedback for the organisation. So McKinnon’s boss wanted him to correct this issue with very little scope to increase the budget of the Remote Support unit
So after due diligence, McKinnon and Delwarca’s remote support unit implemented a new customer support program. The Primary aim of the program being - reduce the customer wait time of customer calls, improve customer satisfaction, and reduce costs. Despite this program, after a year the customer dissatisfaction has been found to have increased.
Rapid ID Model / …show more content…
• Having a director is a sound logic. But the director is rendered helpless because the customers always want to talk to senior associates. So the option for direct requests to senior associates should be discontinued. The director should be empowered to decide the criticality of the issue and then take a call. This would free up more time for the senior associate to handle tougher tasks that the regular associates cannot handle.
• Look at hiring employees (non-technical – help desk type) who could take over the role of a director and free up the associates. With proper documentation they would be able to figure out where the issue needs to go. This will help use the associates more productively.
• Introduce a more effective system to track the after call activities which take a considerable amount of time.