winning strategies for customer service & programs 2009 1
TRANSCRIPT
Winning Strategies for Customer Service & Programs
2009 1
OVERVIEW
• Fan Feedback • Team Stats• Special Teams Initiatives• Team Merchandise Price Changes &
Communication• Drafting New Dealers• PassKey Play-by-Play• Scorecards
2009 2
Fan Feedback
• 3rd Annual Customer Satisfaction survey • Overall Customer Satisfaction with Chief
– 8.54 on 10-pt scale (85.5% scored us as 8,9 or 10)
• Overall Likelihood to Refer Chief to friend in the business– 8.84 on 10-pt scale (47.8% gave us a “10”)
• Rankings on Customer Service attributes– Courteous/friendly support 8.91– Speed of access to live support 8.68– Responsiveness (sense of urgency) 8.66– Seeking help from others when needed 8.64– Knowledgeable about the full line 8.59– Problem-solving skills 8.30
2009 3
Fan Feedback
• 2009 Survey Findings – Action Items– Customers prefer email as notification method
but we need a more systematic method for communicating price changes
– Dealers would be interested in using online ordering if we had the functionality
2009 4
Fan Feedback
• 2008 Survey Findings – Action Items– Customers who had interaction with the
Customer Service team had overall higher satisfaction with Chief as a whole than those who did not use Customer Service as a resource (89% vs. 63%)
– Find ways for Customer Service to more proactively interact with dealers
2009 5
Team Stats
2009 6
Team Stats
2009 7
Team Stats
• Chief – all queues, Raxxess, open 7 am to 7 pm Monday – Friday
• Sanus Dealer Support 8:30 am – 5 pm• Sanus Consumer Hotline expanded its
hours in November 2008 and is now open 8 am to 9 pm Mon-Friday; 10:30 am – 7 pm on Saturdays and Sundays
• 29 people to assist you and your customers
2009 8
Special Teams Initiatives
• Referred to as “White Glove” Program• Selected most experienced Customer
Service people – familiar with gamut of services and tools available to dealers
• 4 phases • New Dealers started Q4 last year and
continues• Small Dealers started Q2 of this year
and is just hitting its stride
2009 9
Special Teams Initiatives
• In Q3 – Dealers with Recurring Issues Needing Temporary Behind the Scenes Support
• In Q4 – Active Dealers not contacting Customer Service
2009 10
Team Merchandise Price Changes & Communication
• Objectives of Pricing Communication– Give customer accurate and easy-to-
understand pricing– Provide advance notice of price changes– Highlight only the items and prices that
change– Provide various formats
2009 11
Team Merchandise Price Changes & Communication
2009 12
Historically – • All dealers received 3-Column Price Lists• Received via Hard Copy once or twice yearly• Different discount % for certain product categories
Historically – • All dealers received 3-Column Price Lists• Received via Hard Copy once or twice yearly• Different discount % for certain product categories
Historically – • All dealers received 3-Column Price Lists• Received via Hard Copy once or twice yearly• Different discount % for certain product categories
Pros:Simple to execute; consistent handling among territories
Cons: not helpful for dealers with special pricing; no information available for products added mid-year
Historically – • All dealers received 3-Column Price Lists• Received via Hard Copy once or twice yearly• Different discount % for certain product categories
Pros:Simple to execute; consistent handling among territories
Cons: not helpful for dealers with special pricing; no information available for products added mid-year
Team Merchandise Price Changes & Communication
2009 13
Historically – • All dealers received 3-Column Price Lists• Received via Hard Copy once or twice yearly• Different discount % for certain product categories
Historically – • All dealers received 3-Column Price Lists• Received via Hard Copy once or twice yearly• Different discount % for certain product categories
Most Recently (early 2009) – • Emailed price lists sent to Sales Team members• Sales team sent appropriate price list to their
dealersPros: Customers who received their pricing
found it easy to understandCons: Inconsistently executed among regions –
many dealers did not receive the information; not clear what prices had changed
Most Recently (early 2009) – • Emailed price lists sent to Sales Team members• Sales team sent appropriate price list to their
dealersPros: Customers who received their pricing
found it easy to understandCons: Inconsistently executed among regions –
many dealers did not receive the information; not clear what prices had changed
Team Merchandise Price Changes & Communication
• New Process– Chief creates separate E-mailing lists of
customers for each pricing group (standard, 40% off, HES, etc).
– Chief creates custom price lists for each pricing group
• Excel & PDF formats• Complete price list• Changes Only list
– E-mailings sent to all primary contacts for each Account
2009 14
Team Merchandise Price Changes & Communication
– Example of Changes Only Format
2009 15
Team Merchandise Price Changes & Communication
Considerations• Customers with special pricing.• If you are the primary contact for
order confirmations• Other????
2009 16
Team Merchandise Price Changes & Communication
Distribution Date Effective Date
August 30th October 1st
November 30th January 1st
February 28th April 1st
May 31st July 1st
2009 17
Team Merchandise Price Changes & Communication
• If you have questions about process, changes to pricing or other program components, updates to customer address, email or contact information – send that information to [email protected] .
2009 18
Drafting New Dealers
• Revised process to increase sales team involvement– Lead comes in (Become a Dealer form on website)– Assigned in Salesforce.com to rep– Leads to be contacted within one business day– May set up as dealer or refer to a distributor
• Generally feedback has been positive• Remember to use:
2009 19
PassKey Play-by-Play
• For dealers functionality similar to previous system– Order Status & Tracking– Invoice Printing– Custom Pricing (recently released)
• For sales team functionality is improved – – Access to all assigned accounts through one login– Order Status & Tracking– Invoice Printing
• Remember to use: [email protected] 2009 20
PassKey Play-by-PlayCustomer
Pricing
• Step 1: Find Product
• Step 2: Transfer Product
• Step 3: View Custom Pricing
2009 21
PassKey Play-by-PlayOnline Ordering…coming soon (to be shown at CEDIA)
2009 22
Score Cards/Sales Reports
• Appreciate everyone’s patience• Currently available
– Twice monthly sales reports broadcast via email
– Customer “zip” files out on S:\drive or FTP site for internal and external sales team members respectively
• Not currently available but requested– Invoice level details on FTP site
2009 23
Score Cards/Sales Reports
• Available to Milestone Employees starting this afternoon
• Available to outside sales team members in late Q3 or early Q4
• http://sapprdep.chiefmfg.com:50000/irj/portal
2009 24
Score Cards/Sales Reports
• Still to come– Customer-level detail through the reporting
portal – Invoice-level detail – date to be determined
• Questions regarding sales report content – miscoding of accounts, etc. continues to go to [email protected]
2009 25
Questions?
2009 26