Disparate Systems and Inconsistent Processes Turn Up the Heat
By Tony Berk on Sep 02, 2010
These days, customers expect quality customer service. Those who have worked in customer service know how hard it is.
Consistent, quality customer service is even a bigger challenge for companies with multiple business units or divisions. In many cases, each division has its own processes and systems. Besides the overhead costs of maintaining and supporting multiple systems, there is no way to implement best practices across the company.
Air System Components Inc. (ASC) is a market-leading supplier of heating, air conditioning, and ventilation system components for commercial applications. ASC sells its products under multiple brands that operate as independent companies, including Titus, Krueger, Tuttle & Bailey and PennBarry.
In the video below, you can hear how ASC has standardized its customer service processes across many brands using Oracle CRM On Demand. They have seen many benefits such as reducing resolution time and balanced work loads. Oh, and they were live in 4 weeks!