The key to maintaining good customer relationships is good customer service coupled with exceptional products and services.
Customer service encompasses a wide range of activities:
| Information Inquiries | Complaints |
| Service Requests | Upgrades |
| Billing Inquiries | Returns |
Customer Service provides the ability to take the pulse of the organization by providing direct information from the customer about their relationships with the organization and its products and services.
- What products are of interest to customers?
- What product and services are causing complaints?
- What internal processes are not functioning as planned?
- What types of complaints are being received?
- What is the customer asking for or telling us?
The ability to track, report and resolve service requests and propagate that information throughout the organization is a proactive way to deal with potential problems at an early stage.
The Customer Service data model establishes a data architecture accomplishing these activities.
| Service Request | Resolution |
| Priority | Product Impact |
| Assignment | Customer Survey |
| Issue | Responsible Organization |
| Activity | Costs and Allocations |
| Staffing | Service Metrics |
The Customer Service model can be seamlessly integrated with other ADRM Software models to support trends analysis, quality issues and analytic services.
Copyright ©
ADRM Software, Inc.
All Rights Reserved
