- SAP ECC 6
If a problem occurred with an online order from a top-tier customer, Drive Medical wanted a person, not a computer, to address the issue. This way Drive would have the opportunity find a solution and show special attention to their most valued customers.
- Created a filter to flag problematic orders from platinum customers
- Captured the order information and the issue that prevented “hands-free” processing
- Generated an email alert to a special email address that is staffed just for this purpose
- Improved customer service response rates for platinum level customers
- Increased revenue by enabling quicker intervention on problem orders
- Improved customer satisfaction — with the most important customers