The search is on for a single source provider to meet a company’s entire list of customer service and supply chain needs. In order to meet customer engagement requirements, most companies have their sights set on a solution that respects branding and provides the best quality of customer service possible.
According to a recent case study, ACCENT Marketing Services meets those requirements. As a program integrator, ACCENT has created a Web portal that is customizable and easily integrated for a variety of service network partners.
The company is able to mirror a client’s existing website and simply connect the company with each individual service provider to a universal system. This will still enable Web-based access over all service channels for inventory management and order processing.
Because ACCENT’s proprietary contact management system is a smooth integration into the portal, users can engage their agents to track and manage the technical support calls and retrieve information in real-time. The solution can easily encompass field service, technical support, parts and accessories sales and reporting as well as reverse logistics.
ACCENT initially partners with the solutions provider in leading the supply chain and then takes it a step further to the third-party field service provider. The collaboration of inventory leads and order management solutions makes for successful customer engagement solutions. Upon implementation, users can not only expect customer engagement to improve, but their contact centers and field service support can drastically improve, too. This in itself will boost brand loyalty and customer service.
The customer engagement solutions provider notes that in the first year alone, a reduction in end-user refunds drops from $300,000 per month to a mere $10,000 a month and not to mention the fact that back orders are reduced by nearly 98 percent. The first-call resolution averaged about 91 percent and the cost-per-service was cut in half for the call visited.
Combining service providers into a single, universal solution ensures that customers are seeing the savings. One company in particular, an Original Equipment Manufacturer (OEM), saw a savings of around $2 million annually. In addition to the cost effectiveness, ACCENT allowed the OEM to have real-time visibility and an improved communication throughout its many service channels.
Too many companies must rely on multiple vendors to accomplish one task. In such a case, it’s difficult to identify the lead on the project and who holds accountability for its completion and success. With the ACCENT approach, projects are streamlined to ensure customer engagement is maximized, assets are leveraged and projects are completed according to expectations.
Edited by Carrie Schmelkin