Computers and Technology
Submitted By huda22
Datatronics is a leading organization which serves their customers with Enterprise resource planning integrated solutions. Matt, leading a small team of developers at E-Z RP for fully integrated CRM/ERP/service management suit for small and medium sized enterprises. Matt’s team was working actively for sales and customer group. EZ-RP was able to manage the profitable business in SME and it has made a name for itself in the world of business which had attracted the Datatronics to acquire and merge it in them. E-Z RP was able to showcase their success on the grounds of the customer service and customer satisfaction. During the acquisition all the employees of the E-Z RP were also acquired remained employed with the Datatronics. Matt and his team was appointed to manage the customer services which they were least aware.
As a newly appointed manager of the customer service, Matt was able to identify few issues with the service as soon as he took in charge of it. He tried to explain his supervisor about the lack in the customer service performance and how it has been running as more of a cost center than as a means to understand more about Datatronics product and customer needs. He also explains about some of the weak points that Datatronics customer service departments is facing.
• The new representatives who were being acquired used to get a crash course in the company’s products before they actually face the customer questions.
• The department was in lack of new or updated technology.
• Poorly designed website for a service representative to serve their customers with accurate information.
• The department was feeling the pressure because of...