In our October 2006 newsletter, we discussed how a lack of customer satisfaction with service delivery has long been a sore spot for many organizations, both large and small.

After-sales service offers a company the opportunity to gain a leg-up on the competition by providing a chance to touch the customer after the initial sale. The ability to make regular positive contact with customers in one of the keys to creating customer loyalty.

But for many companies, consistently poor service has traditionally resulted in customer indignation instead of customer satisfaction. Some of the basic reasons for this are as follows:

• A poorly managed team of service representatives



• Out-of-date, incomplete information in the hands of service reps



• Information systems with old and inaccurate customer data



• A lack of accountability of service reps and 3rd party contractors

The reasons for poor service all stem from one root cause:  A lack of access to accurate, complete and up-to-date information.

The Internet and wireless technologies offer organizations the opportunity to provide company representatives with real-time, complete and accurate information at every stage of the service delivery process. This creates the visibility to information, strong communications and ongoing accountability that are required to deliver top quality service.

One of our clients, a leader in the retail security solutions industry, identified significant gaps in their service delivery process that were having an adverse affect on customer satisfaction.

While the organization had several systems in place to assist in the management of the service department, none of them included the necessary tools to effectively manage the actual in-the-field delivery of service to the customer.

By developing an Internet-based solution that leverages existing systems and data, and adding the appropriate scheduling, dispatch and tracking tools, Datapro is helping our client build a cost-effective solution that will allow it to effectively manage all aspects of the service delivery process.

A fully secure Internet-based solution coupled with the use of wireless-enabled laptop computers provides in-the-field service technicians and other remote users with full visibility to all pertinent information throughout the service delivery process.

An easy-to-learn, intuitive user interface combined with integrated online help means minimal training and a short learning curve for all users of the system.

An Internet-based solution also eliminates the solution deployment issues associated with traditional Windows-based applications.

The solution includes the following features:

• Visibility to all relevant service-related information



• Information that is up-to-date, accurate and complete



• Integrated mapping and routing features



• Full data revision tracking and user accountability



• Multiple levels of security and user access



• Full integration with internal legacy systems

This new solution allows our client to provide a higher level of service to its customers by creating a highly predictable, efficient service delivery process. This helps generate the kind of ongoing customer satisfaction that is necessary to create loyal, repeat customers, which increases sales and has a direct impact on the bottom line.


Datapro Technology Solutions is an IT consulting firm that helps small and medium-sized businesses get the most from their investments in technology.

To find out more about the services we provide and how we might be able to help your business, visit our web site at dataproforbusiness.com or give us a call at 416-977-1991.


In Next Month's Issue...

Over the next number of issues we will change tack a little bit and explore how the right IT solutions can improve internal operations and free up valuable company resources.