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210 Resources for

customer service

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Did you mean customer service representative (6 results)

BNET Business Dictionary

Customer Service: the way in which an organization deals with its customers. Customer service is most evident in sales and after-sales service, but should infuse all the...; Customer Service definition on BNET »

BNET Resources

Prudential Plc: Transforming customer service: Prudential had numerous call centers spread across diverse locations in UK, with each call center dedicated to handle customer enquiries related to a single product line. This meant that customers had separate numbers for each of their products and the call centre consultant had to sometimes transfer them to a...; Tags: Call centers, Customer relationship management (CRM), Wipro Technologies, call-center, customer service, transaction processing; Case studies
IVECO Case Study: IVECO is one of the world's largest producers of road-transport vehicles. As a company striving to become a high-performance business, IVECO is committed to creating value for customers, shareholders and employees. To bring this vision to life - and to break out of the low margin revenue cycles inherent in...; Tags: Leadership, Product marketing, Customer relationship management (CRM), Strategy, Accenture Ltd., high-performance, customer service, industry, vision, shareholder, sales, information technology; Case studies
Raising the Standard of customer service: Standard Chartered Bank, the world's leading emerging markets bank, offers a full range of financial services to both consumer and wholesale banking customers. To capture and retain more of the high-value customer segment in these markets, the bank embarked on a customer sales and service program. Standard Chartered Bank turned...; Tags: Financial Planning, Financial services, Customer relationship management (CRM), Accenture Ltd., financial service, banking, customer service, bank; Case studies
Centralized System Ensures Better customer service: Royal Insurance Corporation of Bhutan (RICB) is the only insurance provider in life and non-life insurance sector in Bhutan. RICB realized the need to integrate the disparate business systems under a single system that would facilitate new product introduction, ensure better customer service and lead to overall operational efficiency. IIMS...; Tags: Tata Consultancy Services Ltd., customer service, insurance, business process, environment; Case studies
What your CRM investment can do for you: Information--it can take your business right to the top. But only if you know how to use it correctly. If sales doesn't know what customer service knows, and customer service doesn't know what the credit department knows, your relationships with customers can be damaged. This white paper from the Touchtone...; Tags: Product marketing, Customer relationship management (CRM), IBM Corp., customer service, CRM, benefit, sales; White papers

A Consolidated Approach to customer service Yields Big Returns: Consolidated Service Center Handles and Resolves Millions of Calls Quickly and Efficiently: To support customers across Europe, Leading European Car Manufacturer relied on an array of local customer-service operations, each with distinct processes and IT systems. The company turned to EDS for help designing and implementing an integrated contact center that serves as a single support source for the entire continent. The...; Tags: Product marketing, Customer relationship management (CRM), Electronic Data Systems Corp., customer service, contact center, customer satisfaction, outsource, agent, information technology; Case studies
Revamped Roadside Assistance Program Fuels Customer Satisfaction: Setting New Standards for Personalized, Responsive customer service: When the luxury automaker's roadside assistance program wasn't meeting the level of quality of its product, the company called on EDS and a roadside assistance provider to tune up the program. EDS implemented a state-of-the-art roadside assistance solution that is multifaceted, robust and responsive. The company now electronically dispatches cases...; Tags: Product marketing, Electronic Data Systems Corp., customer satisfaction, customer service, phone; Case studies
A Transformed Contact Center Model Improves the Customer Experience and Drives Productivity: Fast and Attentive customer service Boosts Satisfaction: This U.S.-based automaker wanted a robust CRM solution to support increasing numbers of customer contacts via phone, Web, e-mail and other channels. It also wanted to improve efficiencies and renew its focus on providing a superior customer experience. After evaluating the automaker's existing business processes and technologies, EDS selected Siebel's...; Tags: Customer relationship management (CRM), Manufacturing, Call centers, Electronic Data Systems Corp., automobile company, CRM solution, contact center, CRM, business process, customer service, portal, training, environment, hardware, phone, Web, software; Case studies
Investing in Lifetimes: First Citizens Enhances customer service With SAS: For many people in North Carolina and the Virginias, First Citizens Bank is not just a financial institution; it's an institution, period. The bank had a challenge to increase customer retention, and enhance marketing efficiency. SAS enabled modeling expertise that helps target individual needs. Thus by implementing SAS, First Citizens...; Tags: Financial services, SAS Institute, modeling, customer service, bank, marketing, financial; Case studies
2005 Supply & Demand Chain 100 Case Study - DSFI, LLC / Swift Technologies, Inc.: As a manufacturer selling to resellers, all with demanding integration requirements, from procurement to Web site integration to order integration, DSFI faced growing demand to find ways to integrate and automate the various ways data flow into and out of the organization to and from suppliers and customers. By utilizing...; Tags: Channel management, Cygnus Business Media, demand chain, consulting service, procurement, customer service, consulting, supplier, Web site, Web; Case studies
Better customer service in Banks: A handful of everyday events most affect - for good or ill - customers' perceptions of their bank. Getting them wrong is costly. How can banks improve the customer experience? Banks must reexamine their service-recovery processes if they are to address the lapses that spur disgruntled customers into becoming former...; Tags: Financial services, McKinsey & Co., bank, survey; White papers
Mobile's Dissatisfied Customers: The US wireless-telecom industry is number one - in complaints. In 2002, more dissatisfied customers complained to the Better Business Bureau about their mobile operators than about any other type of company. Interestingly, customers complained not about the service itself or areas of weak coverage but rather about their carriers'...; Tags: Customer relationship management (CRM), Advertising & Promotion, McKinsey & Co., carrier, billing system, mobile, billing, customer service, industry; White papers
Commercial Insurance Company: Next Generation Contact Center: This commercial insurance company provides insurance, risk management and business continuity planning services for public entities, healthcare organizations and other businesses. The client wanted o become a high-performance company, maintain growth and more effectively respond to fluctuating market demands, the company needed to improve its customer service capabilities. Accenture quickly...; Tags: Business security, Strategy, IT Services, Financial Planning, Customer relationship management (CRM), business continuity planning, business continuity, Accenture Ltd., risk management, insurance, CRM, high-performance, customer service, health care, industry; Case studies
Grange Insurance Group: Insurance Carrier Improves customer service, Reduces Calls Using Voice Recognition: Grange Insurance Group, based in Seattle, has a 100-year history of serving "Main Street" America. The company sells insurance lines in six western states and has more than U.S.$220 million in premiums. It wanted to reduce its customer service call center workload by 20 percent, handle more calls without hiring...; Tags: Product marketing, Customer relationship management (CRM), customer service, voice recognition, insurance, hiring, Microsoft Corp.; Case studies
customer service Center: Akron, Ohio: FirstEnergy's Customer Service Center in Akron, Ohio, offers more services and more convenience features to maximize efficiency. The centerpiece of the HVAC system is a 45-ton, closed-loop GeoExchange system. This provides complete, accurate and even temperature control throughout the entire 15,360-square-foot structure. The lighting system was also designed to provide...; Tags: Product marketing, Customer relationship management (CRM), Geothermal Heat Pump Consortium, GeoExchange, Ohio, customer service, HVAC; Case studies
customer services - Your Ticket to High Performance: Accenture investigated the relationship between customer relationship competency and market success, unearthing useful strategies for travel service companies looking to lead the pack. Accenture found conclusions closely matching their initial theories. It seems high-performance businesses consistently synchronize their marketing programs with their business and finance objectives, enjoying greater returns than...; Tags: Leadership, Customer relationship management (CRM), Accenture Ltd., high-performance, marketing, finance, CRM, customer service, theory, strategy; White papers
Transforming customer service: The client Prudential plc had numerous call centers spread across diverse locations in UK, with each call center dedicated to handle customer enquiries related to a single product line. This meant that customers had separate numbers for each of their products and the call centre consultant had to sometimes transfer...; Tags: Call centers, Customer relationship management (CRM), Wipro Technologies, Prudential Insurance Company of America, call-center, transaction processing, customer service; Case studies
Patni's 24x7 Technical Support Helps US Client Raise the Bar of Its Worldwide customer service: A global leader in Embedded Linux distribution, the client provides GNU/Linux-based open-source software solutions and offers a family of products. The client needed encompassing applications ranging from communications infrastructure to consumer electronics. A critical objective was to equip itself to offer 24x7 service contracts to its customers. Patni together with...; Tags: Outsourcing, UNIX, Patni Computer Systems Ltd., GNU/Linux, embedded Linux, cost reduction, consumer electronics, open-source software, customer service, electronics, leader, open source, team, Linux; Case studies
Service Strategy Overhaul Helps Diagnostics Company Successfully Launch New Product: The $500M diagnostic screening division of a multibillion dollar company was preparing to launch a new line of high-throughput; fully automated diagnostic test equipment for which it needed to rapidly develop increased customer service competency. PRTM took a two-pronged approach to assisting the client with their customer service. First, it...; Tags: Product marketing, Customer relationship management (CRM), PRTM, market opportunity, customer service, strategy; Case studies
EDS Replaces Multiple Processing Platforms With a Single "One Size Fits All" Solution: Migrating 3.3 Million Claims and 475,000 customer service Worksheets All in a Weekend: This payer organization relied on three different processing systems to process health insurance payments. EDS implemented MetaVance, an integrated claims-processing platform that can administer multiple plans and deliver an enterprise-level perspective on provider and patient activity. EDS MetaVance offers a scalable infrastructure capable of managing millions of plan members while...; Tags: Benefits, HEALTHCARE, Electronic Data Systems Corp., health insurance, HIPAA, patient, payment, customer service, health care; Case studies