Telecoms and networking services company, NetCom, has dramatically improved its level of customer service with the installation of JSE-listed Ixchange`s HEAT helpdesk and call centre management software.
After identifying that it needed to boost its levels of customer service, NetCom analysed its existing processes and realised that it was not meeting the objectives that it had initially set for itself. This was a situation that had to be rectified, because of the high standards demanded from its target market.
Chris Davis, Director at NetCom comments: "We decided to implement a system that would log all calls and produce reports that management could use for decision making, as well as allow customers to track their own calls via the Internet.
"Additionally we needed to capture the information currently stored by our staff members, who deal with queries and situations daily, this would allow us to tap more effectively into a central knowledge base. Capturing our intellectual capital would also ensure that information could not be lost, misplaced or simply forgotten." The company also required faster response times, quicker problem resolution and less time spent between problem logging and resolution, to effectively manage the range of corporate and small to medium customers, the company currently deals with. "Some of HEAT`s key selling points was time to implement, as well as its strong focus on the mid-market, the products scalability was also considered as it would allow it to parallel the growth that NetCom itself is enjoying. Ease of configuration was also important, along with its ability to integrate with existing marketing tools already deployed throughout NetCom," Davis adds.
To ensure that the company could take full advantage of the HEAT system, NetCom did not install the product on its current IT infrastructure. Instead the company redesigned and restructured its existing networking environment, and ensured that all its back office applications were in order before starting the implementation of HEAT.
"After contacting the customer service centre, customers can now track the status of jobs by logging onto the NetCom website. The site allows customers to update and log new calls as well use e-mail as an extension of the helpdesk, rather than just using the telephone."
Although the advanced Internet features can currently only be used by the more literate PC user, Davis concurs that NetCom is about to deploy an external marketing campaign to educate customers on using the site. Through this the company hopes to encourage more customers to make use of the site, ensuring that the levels of customer service are in fact escalated through the addition of new features. Davis ensures customers that the Web features are merely an extension of the companies existing offerings, and those still unsure of the Internet can still enjoy its traditional options like telephone support.
The management reporting tools included in HEAT enable NetCom to closely manage the levels of services and support it offers. The product provides statistics that can indicate which call centre operators may need training.
To encourage staff to use the system, workshops were run before implementation. Incentives have also been designed to motivate staff to focus on specific areas where levels of customer service may need improvement.
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