Essay on Role of Customer Service in Datatronics and E-ZRP Companies

1761 Words 8 Pages
Introduction

Datatronics is a worldwide, high-performance supplier of integrated resource planning solutions to many global companies. Datatronics products include products used for telecommunications, industrial controls, medical, power supply, automotive, and computer supplies. This case study assignment explores key issues and role of customer service, with respect to the US branch of the company located in Romoland, CA. It includes a comparison of customer service and customer satisfaction. Joel McGivern is the Chief Information Officer, while Matt Rubenzahl is the head of customer service center, North America. Matt is required to evaluate the status of customer service at Datatronics and provide recommendations to the Joel, the
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Introduction

Datatronics is a worldwide, high-performance supplier of integrated resource planning solutions to many global companies. Datatronics products include products used for telecommunications, industrial controls, medical, power supply, automotive, and computer supplies. This case study assignment explores key issues and role of customer service, with respect to the US branch of the company located in Romoland, CA. It includes a comparison of customer service and customer satisfaction. Joel McGivern is the Chief Information Officer, while Matt Rubenzahl is the head of customer service center, North America. Matt is required to evaluate the status of customer service at Datatronics and provide recommendations to the Joel, the company’s CIO. The firm’s organizational chart is shown next. Figure 1. Organizational chart

Key Issues
Despite being a smaller company than Datatronics, E-ZRP managed to outperform Datatronics in the quality of customer service. The key issues for this case study, which form the basis of the recommendations that Matt will present to the chief information officer, are founded on the drastic differences that exist in the customer service arrangements between Datatronics and E-Z RP. The areas of difference include the customer service philosophy, service representatives, link to developers, organization, training, tiered support, performance metrics, technology, and the hiring criteria of customer service representatives. At Z-Z RP, customer

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