Black & Decker deploys CRM to improve services
Black & Decker's contact centre is anything but DIY - the company has called in RightNow to enable its customer contact centre to more efficiently manage service interactions through the building of a customer-driven knowledge base.
Black & Decker's RightNow-enabled customer contact centre manages service interactions across phone, email and web channels in a common web-based environment. The operation creates a single point of capture for all data about customer questions, complaints and feedback. This feedback can then be automatically distributed to whoever needs it.
For example, Black & Decker has implemented business rules that forward service incidents associated with specific products to the appropriate product manager. If the resolution of a problem requires Black & Decker to send product to a customer, service agents can now do so from their RightNow screens. This integration also enables agents to check on the status of shipments to the customer right down to the carrier s tracking number.
Surveys The company's marketing department can also create brief surveys using RightNow Metrics and pass them along to customer service. Service agents then ask customers who call in about other issues if they would like to participate in the survey. Customers who opt in can quickly and easily complete the survey with a few mouse-clicks. RightNow automatically tabulates the results.
Black & Decker has also implemented RightNow in German to support its overseas customers, with French and Nordic countries planned to follow soon.
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