Questions Related To Products Or Services

Published Date: 02 Nov 2017

Introduction

In this case, we can see that CPC has recognized its future depended on having customer processes and support systems with the customer expectations rising and the ongoing on the Internet. To achieve this objective CPC decided to redesign all the processes and employ innovative technological solutions to create customer and employee value. In the new process that CPC design, it must fulfill the value for the customer and the employee for the corporation. CPC wants to improve their customer service because their customer service does not fulfill the customer wants. Customer feel frustrated when calling to the customer service and telling the same problems to the staff and got the different answer from different staff every time they called. CPC implemented the new system through extensive change management that involved process and organizational redesign and the change was communicated through traditional methods and through a network of ‘readiness teams’. CPC changed its business processes to leverage what it believed to be the best practice inherent in the software that defined by its application provider SAP. The Internet service application provides customer-service agents and delivery supervisor with details of customer transactions from a single screen. Besides that, CPC also launched a business warehouse reporting functionally from CRM and CPC also deployed technology in a phased program plan.

Why is the process redesign so important for CPC’s success?

The process redesign is important for CPC’s success because CPC wants to improve their customer expectations in order to success. This is because the CPC’s customer service does not meet the customer needs and wants. In this case, we can see that the customers’ experience with CPC were often complicated and frustrating. Customer could call three or four times for the same issue and receive different response from call agent center. Other than that, the internal employee also do not have enough experience to serve the customer. The current customer service for CPC is standalone and they didn’t integrate customer and the call information. If they improve their internal employee experience, their employee can easily check the customer profile, problem and solutions that had been made up to the customer. Other than that, customer also can refer to the frequently asked questions (FAQs) from the CPC solutions database. The Internet service application provide customer-service agents and delivery supervisory with the details of customer transactions including inquiries, complaints, claims and orders from a single screen. This provide customer with the online access to a comprehensive solutions database.

CPC redefines its processes

Questions related to bills

In step 1, the customer will call the hotline or the customer service center for help about the bill. Secondly, customer will be given to choose the language and type of problem or department that they need to cope with. Third, the phone will be pass to the person that in charge of the bill or the person in the department. After that, the customer service will ask the customer what kind of problem that they faced regarding to the bill. In step 4, customer will tell the customer service the problem that they faced about the bills. The customer service will search the problem that might happen to the other customer to find out the solution to solve the problem. In step 5, customer service will give the best solution for the customer to solve the problem regarding to the bills

Questions related to moving to other addresses

In step 1, the customer have to enter the CPC company website to change the address. Next, the customer have to click on the ‘change your address’ in order to change the old address to the new address. Third, the customer need to sign in for the website to proceed to the ‘change your address’ link. Before signing in, customer are request to see the main point for changing the address. Step 4, customer need to choose which type of status that the customer are customized in. In the end of the step 5, customer can change the old address to the new address once they choose the right status for them.

Questions related to new/different subscriptions

Step 1, customer will call the CPC customer service to get the information about the new or different subscriptions. Next, the voice response will ask the customer to choose the language and the department that they want to go. In the step 3, customer service will ask the customer what kind of help that they need. After that, the customer will ask the customer service about the new or the different subscription of the CPC Company. Step 5, customer service will tell the customer about the rules and regulation or the requirement that must fulfill if they want to change or subscribe for a new subscriptions. After that, the customer will consider to change for new or different subscriptions after listening to the customer service advice.

Questions related to products or services

In step 1, customer will search information of new products/services through CPC website. Next, customer can make purchase by using the online shipping tools. By using online shipping tools, customer can check the rate or price of sending parcels, letter and also parcels within Canada to U.S.A. and around the world. Step 3, customer can selects the suitable products or services if they are interested. Customer will online check the products in the website to find the most suitable products or services for themselves. Step 4, customer choose the most suitable products or services, after that the customer will make the payment through online. In step 5, when the payment is successfully been paid, the products or services will delivered to the customers latest address.

Complaint handling

In step 1, customer will call the company hotline or company customer service in order to make report. Step 2, customer will have to choose the language and the department or service that they want. Step 3, customer service employee will ask the customer what problem that they encounter. In step 4, customer will complaint to the employee due to their service did not fulfill their expectation. Other than that, customer complaint will include the bad services made by customer service and also other type of services. Step 5, customer will record their customer complaint into their system. This is for the company to evaluate the complaint that the customer complaint and the company can improve the services.

CRM system that are place at CPC

Telephone tools

Telephone is a device that used by customer to communicate, complaint, make payment and purchase and also others. When customer call a company, the voice response system will automatically answer their phone and guide them to go the department that will solve their problem. In the CPC case, telephone tools are used in billing, complaint handling and also new/different subscription.

Internet

Internet is a means of connecting a computer to any other computer anywhere in the world via dedicated routers and servers. Other than that, internet now is used globally to search information, making online transaction, making complaint and any others. CPC used internet tools for the customer to make changes on their address and also the information about the new products/services. CPC find out that the customer now has recognized the internet and it is easy for the customer to change their address and search for new products and services rather than calling to customer service and it is wasting of time.

Business warehouse reporting

Business warehouse is also called as business information warehouse is a packaged, comprehensive business intelligence product centered on a data warehouse that is optimized for the R/3 environment of SAP. In CPC, they use this system to analyze customer database so that they can target their customer on the particular products. If the customer update their information, this system will automatically save the customer database. Therefore, company can target their relevant products to their products easily by using the database in the warehouse.

Electronic Shipping Tools

Electronic shipping tools (EST) is a free, fast and flexible way to prepare an order (Statement of Mailing-SOM) and other documents require for shipping. This application eliminates the manual paper works and saves times and cost for the customer. CPC use EST for their CRM system because they want to save the time and the cost of the paper that they used. Other than that, customer also can feel comfortable for using EST because they can order by themselves without calling to the center.

Case Management

Case Management refers to businesses and agencies in long-term relationship with their citizens, customer and subscribers will be judged by the accuracy of the records they hold, the consistency of the communications that take place, and the speed, efficiency and fairness with which each claim, case and contract is processed. In this case, CPC used case management to manage their customer profile information accurately so that their service provide to the customer will be efficient.

My SAP retail

Systems Applications and Products (SAP) idea is to provide customer with the ability to interact with a common operate database for a comprehensive range of applications. CPC used this SAP for the customer to easy access to the internet. Customer can easily access to the internet for payments, order products and many more. Other than that, businesses can used this SAP system to track the customer information and also the interaction easily.