Benefits for Information Technology:
 
 
 
  • By having First Tracks build and operate the Service Insight System, an organizations IT group can continue its focus on providing core services.
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    Benefits for Sales and Marketing:
    		 
     
     
  • Can be source of customer testimonials through collection of verbatim comments.
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  • Depending on results, can be source of selling points (ie: can promote strong results)
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  • Generally, customers view organizations that tactfully seek feedback favorably.
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  • Provides a follow-up communication with customer after service incident.
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    Who can a Service Insight System help?

       

    The system is designed to help any organization that provides internal or external customer service in person, by phone, by web or by any other means.

       

       
    Qualifications:
    • The Support Center should collect or have e-mail addresses on customers
    • The Support Center should have a computerized system from tracking customer service inquiries
    • The Support Center needs to be able to compile a daily or weekly electronic listing of the previous day's/week's service incidents

       
    Examples:
    • Helpdesks
    • Customer Service Centers
    • Network Operation Centers
    • Onsite Support Organizations
    • Trade Centers
    • Billing Services Centers
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