Case Study 1: One- to- One with ServiceWare Customers IV

SW: Do your customers notice a difference? Are you seeing improvements in customer satisfaction now that they can actually go in and get the information themselves?

M: Absolutely. We receive emails from customers all the time who tell us how much they appreciate the knowledge database, how much it has sped up the solution to their problem. They think it is a very valuable addition to our Web site. Plus, with the escalation mechanism that is built into the knowledge database, customers can communicate with an analyst via email if the knowledge database doesn’t go into enough depth or does not solve their problem.

SW: Ok, here’s the big question. What was the implementation process like?

M: Actually the time it took to implement the eService Suite solution was shorter than we expected. I would say the entire implementation took about three weeks.

SW: And what about the Level Three Analysts? Where do they come into play?

M: Our Level Three Analysts are really our technical product specialists. They handle the very difficult problems and, if necessary, interface with engineering about hardware or software issues. In addition, they play an important role authoring the knowledge for the database.

Our Level Three Analysts use the eService Suite Architect Module. When knowledge is contributed by a Level Two Analyst, a Level Three Analyst goes into the Inbox tool (which is a very nice tool that ServiceWare provides) and verifies that the solution is technically sound, complete and the best solution. At the same time he or she will enhance or embellish the information as necessary and adjust grammar and style for consistency. Once completed the solution gets passed back to our supervisor who does a very meticulous check before it is made available to customers for selfhelp.

SW: How long does that whole process take?

M: From start to finish, most solutions are posted into the customer- searchable database within two days, maybe five for a very complex issue. But remember, the solutions are made available to internal analysts at the Level Two stage, so our internal staff can draw from that knowledge virtually in real time.

SW: How does this process affect the corporate culture at Marconi?

M: First and foremost, the eService Suite solution has made our people more self- sufficient. Our internal and field staff can log onto the Web interface and find answers to their problems without having to call in.

This has dramatically reduced our call volumes. Also, as I previously mentioned, our new hires become actual contributors to solving problems much faster than before.

There are philosophical ramifications too. Many companies have an unspoken undercurrent that creates a feeling that knowledge is power — kind of an “I’ll keep it all to myself and I’ll become indispensable” mentality. This simply doesn’t work in today’s demanddriven, Web- driven economy where customers rule. The improved online self help and support ServiceWare helps us provide supports a very important set of corporate goals: to provide better service, faster service and better quality answers to our customers — that’s what we’re here for.