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Customer care

 Customer Service Composition

Determination for releasing the job:

In the lifts industry, the Otis company stood to get technological command, reliability and quality. The industry was very competitive and had a large number of manufacturers although Otis was your leader in the sales and service markets. The sales market was cyclical and the assistance market was stable. In 1981, American Operations, Otis' second major division, looked at the feasibility of using IT to establish a centralized customer care department to accept customer asks for for repair during non-prime-time hours, which is why Otis was earlier using a commercial answering service. Customers assessed the quality of the service supplying based on Otis' responsiveness for their calls, which will also influenced their understanding of the Otis brand. The quality of the addressing services was inconsistent and also they had not any direct risk in answering the consumers' requests as fast as possible. Since low response times, which will led to client satisfaction, contributed to their competitive border, Otis implemented the centralized customer service called Otisline after a successful pilot in 1982. Otisline could also be utilized for maintaining a database of service and customer data and to timetable preventive repair activities. Rewards and Risks of the project:

Benefits of Otisline:

* Otisline's confirming functions offered data about quality of the service offered to area, regional and NAO headquarters. " Excess” callback studies let Otis' managers diagnose problems in specific aspects of the lifts. * It was used to support applications that increased the productivity of sales staff and assistance mechanics. * Otisline was obviously a part of the Assistance Management Systems (SMS) databases, which stored service organization data upon customers, ways and assistance price appraisal. SMS instantly controlled the service organization, including most maintenance activity for lifts. Service selling price estimation was improved. 2. It was...

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