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| International (941) 927-1689 |
| Toll-free (877) 927-1689 |
AUTOMATED SERVICE
AB has 30+ employees and processes between 400-600 orders per day. The orders products. With
their customers ordering a wide variety of items on a single order, it was difficult to manage
customer delivery expectations. The tools in Mail Order Manager were making it too manual to
communicate order status on an item level to their valued customer audience. In 2008, the
executive management decided that if they wanted to The objective was to automate the
communications to their customers.
MOM Helpers worked closely with customer service department to determine the types of
inquires they were getting and the frequency of these inquires. In addition, we were able to
interview a few top customers to determine what they expected from the company once they
placed their order. From these discussions, MOM Helpers defined a specific set of status messages
that if implemented would increase customers service significantly and reduce customers service
activity on these items by approximately 90%.
TECHNOLOGY WORK IS CHEAP
MOM Helpers delivered a custom solution that emailed the client's customers at very specific
points in their process. Therefore, the customers had no questions about the status of EVERY
item that they ordered and what to expect. The process was automated and designed to
communicate when it ran and what it did -- to a human 'manager'.
As a result, the customer service department receives almost no complaint calls related to order
status. Customer's are happy! (So, is our client.)
AB has 30+ employees and processes between 400-600 orders per day. The orders products. With
their customers ordering a wide variety of items on a single order, it was difficult to manage
customer delivery expectations. The tools in Mail Order Manager were making it too manual to
communicate order status on an item level to their valued customer audience. In 2008, the
executive management decided that if they wanted to The objective was to automate the
communications to their customers.
MOM Helpers worked closely with customer service department to determine the types of
inquires they were getting and the frequency of these inquires. In addition, we were able to
interview a few top customers to determine what they expected from the company once they
placed their order. From these discussions, MOM Helpers defined a specific set of status messages
that if implemented would increase customers service significantly and reduce customers service
activity on these items by approximately 90%.
TECHNOLOGY WORK IS CHEAP
MOM Helpers delivered a custom solution that emailed the client's customers at very specific
points in their process. Therefore, the customers had no questions about the status of EVERY
item that they ordered and what to expect. The process was automated and designed to
communicate when it ran and what it did -- to a human 'manager'.
As a result, the customer service department receives almost no complaint calls related to order
status. Customer's are happy! (So, is our client.)
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