The Customer
A HongKong based apparel branding company with sales offices throughout the world and manufacturing facilities in China and other east Asian countries
The Challenge
The customer has sales staff and offices throughout the world. Each sales office caters to a different geography and customer type. Manufacturing is done primarily in China and other East Asian countries. The physical distance and language barriers between the sales offices, customers and manufacturing units, and the huge no. of orders being handled were all posing a challenge.
Customer complaints were always handled by the local sales staff, and head office had no mechanism to know, if and how they were being handled. This lead to customer dissatisfaction, re-manufacturing of defective lots, cost and time overruns, etc.
The Solution
eBiz Global created eSupport exclusively tailor made to their business type. Customers can log support requests directly or sales and admin staff can do so on behalf of the customer. A system of escalating complaints is built-in. Also, extensive reporting is available, to analyse and understand what type of production issues are repeating more often, from where (This can help in alerting the specific manufacturing unit to shape up).
Again, geographical reporting reveals which part of the world is facing what kind of product defect issues. Other reports like Response efficiency report have been created to identify how quickly and efficiently the complaints are being redressed by various staff.
Customers can view the internal actions taken by the company to redress their complaints. Such a transparent system brings about accountability internally in the company, and boosts customer confidence.
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