Revolutionary Methods To Enhance Customer Support Case Study

However, there needs to be serious analyses done to determine the correct action to take. Financially, many outsourcing deals make sense. Furthermore, it gives businesses an opportunity to have business segments performed by professionals or in a much more efficient fashion; if the proper workforce or operational procedures are not in place. In a small business, I believe that outsourcing is a great way to have complex or strategic roles filled within an organization. Additionally, the customer base is smaller and allows the small business to still interact intimately with each customer. However, for a large business, outsourcing may create holes within the organization that makes them vulnerable. Specifically thinking about customer service roles, Vitthal Gore (2013) talks about the emergence of call center or Business Process Outsourcing (BPO). As the 21st century begins to impact the globe, many countries are being targeted for their people as the new-age workforce (Gore, 2013). Additionally, Gore notes as more people become competent in the English language, the easier it is for a business to tap into the untouched workforces of the East. While many times cheaper for companies to outsource their customer-service segments, many Americans expect a high-level of service from their provider, and as such, some of those quality controls may be lost in a total outsourcing (Gore,

Some providers of outsourcing may be providing the same service for several companies at the same time. Due to this, they will not be able to provide 100% of their attention to any of these companies and their quality may not be up to par. This can reflect negatively on the company as the customer calling may not be aware that the call center is being run by an outside source and they may directly relate it to the company. So unless the service being provided is truly top notch, it may prove to be less beneficial to the parent company than expected.

Customer Relationship Management (CRM) is a tool that helps track, manage and supply information about customer’s interactions with an organization to help contribute to customer satisfaction that leads to customer loyalty. Additionally, CRM programs provide tools and applications designed to target their efforts on the most profitable customers, target new potential customers, and generate sales and maintain relationships with customers contributing to a greater market share.

Companies are benefiting from outsourcing because it allows them to offer more time with "live" operators ("Call Center Q & A", 2004, p. 32). Customers are seeing increased hours available for help because of the

When outsourcing is done for the right reasons will actually help your company grow and save money and hence the advantages;

One of the most important forces of outsourcing is that organizations do not have gain the needed and required sources internally. And they have a difficulty in integrating and attracting expertise, where outsources own capabilities on a global level, modern technologies and other required resources. Also, by outsourcing the cost of keeping employees and consultants for short term is reduced. Furthermore, outsourcers are able to offer better career opportunities for business IT staff if they decide to transit to the outsourcer. As the manager of BP Company viewed the main reason of BP Company outsourcing is that "it has become increasingly apparent that service companies provide us with technical skills and ideas that we could no longer develop inside our own company" (Kremis, 2006).

Therefore, there is an overwhelming consensus among scholars and business practitioners that IT is the key success factor for CRM implementation. It is argued that IT allows achieving wider market coverage with less entry costs and increased marketing effectiveness (Exhibit 1) (Gamble, Stone, and Woodcock, 1999).

CRM provides a healthcare organization with a one-to-one communication solution that improves care delivery, lowers costs, and increases loyalty among the key stakeholders most necessary to organizational success (ASGAR, M, et al., 2015) With the help of CRM, healthcare organizations have the ability to provide services that extend far beyond traditional practices.

The core of an organization is the customers. If a business does not have customers, they will not have any revenue, profit or market value. Therefore, many companies have enhanced their customer service departments and also use surveys and questionnaires to help them measure their performance. Companies are mindful that customer delight is a substantial driver for their long-term success. This involves companies being conscious of the fact that their ability to answer customer’s needs

There are so many reasons for outsourcing which is the better service, improving organisational efficiency, access to new technology, reduced IT cost, & an ability to refocus in-house staff on higher-value work. The outsourcing option has two main types, first one is

Regards of advantages there are many disadvantages associated with CRM practice. CRM is difficult to manage in terms of technology, people, initial money investment, safety of information that companies need to keep about their customers, sharing information with third party, and its overall maintaining or protection. CRM success is based upon the organizations ability to detect and respond to current customer’s needs and their preferences. The CRM software (Mark Rittman, 2008)process success requires management team of the organization to provide continuous asses and prioritizes customer relationship based on their lifetime profitability. The organization need to be customer-centric and should be carefully driven by understanding the changing need of the

CRM importance is in training and developing the firm's employees to become more customer oriented. Due to employees training, employees show care and interest to the customer that would give the customer a feel of loyalty and concern, the customer defection rate will

The main benefit of outsourcing is reducing cost. Organizations most of the time try to receive different service from countries where cost is relatively lower (Abraham and Taylor, 2012). Moreover, having one outsourced team to support many countries’ office also reduces costs.

In order to establish a suitable CRM system and increase the success rate, understanding CRM processes is especially important. Building CRM system, there are many works need to do(). Firstly, the target customer market should be identified. Different customer strategies are focused on different target customer markets based on their profitability. Then, firms set customer objectives, for example, acquire customer satisfaction and loyalty. After that, the leaders and managers should support and commit the implementation of a CRM system. At the same time, when companies change their targets, a plan about changing

Organizations accept CRM as a strategic focus medium for integrating fully with customers and help in the management and decision making process appropriately.