Screenshots
* For confidentiality reasons, names and other sensitive info have been masked in screenshots
Business Solutions 
Others eSupport
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 |
Case Study
The Customer
A HongKong based apparel branding company with sales offices throughout the world and manufacturing facilities in China and other east Asian countriesThe 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.