Customer service
Typically, customer service is an imperative aspect of any business setting. Again, good customer relations will, without a doubt increase the potential success of any firm. This paper critically analyses one case study that put forward how business relations should be conducted while putting into consideration the interests of the clients. Again, we will get to see if there is a possibility of clients calling yet the firm does not get a record of the addition of the call to that, I will outline the information needed to enhance customer service.
Introduction
The case study is all about a firm Minitrex, where there is no integration of client information in the various departments.Clients should always be given a chance to address the challenges they experience when receiving different services. It is quite frustrating when a customer makes a call but does not get any response. It is recommendable for Minitrex firm to put strict measures that will enable solve this challenge that amounts to poor customer relations.
Explain how it is possible for someone at Minitrex to call a customer and not know (a) that this is a customer and (b) that this is the third time this week that they had been called? From the case study, the sales department at Minitrex does not have access to enter customers’ data or details into the system and this results in calling the customer repeatedly. Customer’s data include their phone number, age, address, name as well as other details that a firm should have. Moreover, the finance and insurance department does not rely on client data to maintain their sales and thus significantly contribute to the dissatisfaction of the clients. Again, due to a lack of effective coordination between the various department in the firm. the same departments will contact a client multiple times concerning a single item or agenda and this frustrates the clients hence leading to dissatisfaction which may in turn make the firm lose the customers.
- Outline the steps that Bettman must take to implement CRM at Minitrex. In your plan, be sure to include people, processes, and technology
From the case study, it is precise that Bettmann created a customer contact framework that redesigns the data as well as overhauling of records to financing and protection divisions. Consequently, Harold Blumfen’s division uses two frameworks within which credit firm framework typically tracks the charging as well as installments of customers and general firm framework tracks with an item a customer has brought and what administrations are qualified for them. Again, from the case study, the Mariella Hopkins division is well supported with an administration business focus application that encourages client self-administration through which customers can get credits right away.
The client data gets eliminated autonomously in each department. From the case study, Bettmann wanted to convince Blumfen and Hopkins to work together with their client data, where helpful client data needed to be identified together. Ultimately, the client base data may be viewable at all divisions.
The customer bills and installments are kept in credit organizational structure while credit and account are rendered at the money division. The client then selects one of the items that exist within the deals division. The customer is then required to buy it by visiting the money office. Obtaining installments and charges then follows. To terminate a process, a customer needs to be placed in 3 divisions.