Customer and/or End User
Dell Inc. serves companies and individuals in over 50 countries and is a major provider of computing equipment and service contracts to most of the Fortune 500.
The Challenge
The company maintains an immense and complex service network across the world. The network receives thousands of calls each day from customers for installing or repairing computers and network devices. The main problem faced by the company was declining customer satisfaction on account of a cumbersome process of scheduling service requests. Service requests often ran into delays given the availability of engineers, the necessary hardware and replacement parts, shift timings, and other state and country specific factors.
The Solution
PM AM developed a web-enabled solution for the client to simplify service appointment generation & processing. The developed solution allows corporate customers to view their appointment details and other profile information as well as to make changes to the same. The system also sends out email and IVR alerts for various reasons including changes made to appointment times, cancellation of appointments, changes in profile information, etc.
Technology
Jakarta -Tomcat Web server, Java (JSP/Servlets) using Struts framework, Oracle Database on Linux.
Resulting Benefits
The primary benefit of this web interface is a reduction in call volume at both the company and partner call centers, and a great reduction in the time spent for client request handling and processing, with a corresponding long term benefit in the form of accelerated business velocity.