eSupport
    Franchisee Manager
    EduTrak
    HRTrak
    Outsourcing Mgmt System
    CRM
    BranchTrak
    Chit Funds Business Manager
    Time and Material Manager
    Multi-Service Portal
    Multilevel Marketing
     eMail Campaign Manager
 
 
   
     
Prompt Customer Support and complaints redressal is one of the most important business functions that can make or break a business. In today’s highly competitive business environment, where high product quality is a given, customer support then becomes the differentiator between a great products & services company and a ‘me-too’ one.

eSupport is an electronic customer complaints redressal and service management system. While it is possible to manually manage complaints and support requests, it has several inherent disadvantages. The prime differences between a manual and eSupport system are shown below:
 
Manual System eSupport
 Requires dedicated operators to log calls   None required - cost savings in HR, office space,   communication costs
 Can log calls only during working hours   24 X 7
 Customer cannot refer to complaints history   Totally transparent system - history maintained in web   for anytime reference
 Support Calls may be monitored only at the physical  location where records are maintained   May be done from any location in the world
 High cost option   Low cost option
 Low customer satisfaction   High customer satisfaction
 Literally impossible to use the log details to identify  specific product or service issues   Extensive reports may be generated with the huge   a mount of information maintained online, to pro-   actively suggest product or service improvements
 
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.

 
 
 
 
 
 
 
 
 
 
* For confidentiality reasons, names and other sensitive info have been masked in screenshots
 
 
eBiz Global Corp