The over-extended consumer: Amsterdam/Nuremberg – in the communication with customers a lot Unternehmen.So fail occupied a survey of market researchers by ovum, which presents at the Conference G-force in Amsterdam was, that although a large part of consumers use different contact channels to companies, but less than 10 percent of the companies in the location are reasonable to manage these different communication channels via the Web, phone, email or letter. The frustration grows, if requests not from a single source can be overcome. However, it is a myth that consumers would prefer telephone contact via call centre according to experts: it is time to lift the apparent dichotomy between quality of service and automation. Innovative businesses have recognized that customers want no service, but can be self explanatory and reliable products, which as far as possible exclude the servicing or combined with quick and easy-to-use self service offers. Bad Accessibility, inadequately trained hotline personnel, complex processes and abmahnen enabled business conditions are an expression of a poor service design.
Who wants to offer excellent customer service, must make the customer perspective to the starting point”, calls Bernhard Steimel, spokesman of the Nuremberg Congress of Voice days plus and the smart service initiative. Described in press reports turning away from robots to intelligent agents as signboards ‘ the company is ridiculous and in the analysis of the real needs of the customer, is not enough. As long as the goodwill game space concern only the permission for a freely selectable voice guidance of the agents in the telephone complaint management, is and remains the customer service industry far removed from real social media dialogues, in which agents as community moderators Act”, knows Bjorn Behrendt, Managing Director of the service community. The deplorable conditions in the customer service requires a change of perspective according to Sangeeta. Many IT products and Consumer electronics suffer a bad design and complex user interface. You are not crammed with features that only a few people really need and are also technically mature even in part. In addition, the speed of innovation takes its toll.
Development times by six months and until the start of the market are not uncommon. Often is mourned from manufacturer circles, that magazines with their test judgments operate a trend to the feature fetishism, which hardly a supplier can escape.” The consumer was more overwhelmed by the variety of product offerings. Free after the ask Joe’-motto try with friends and acquaintances, to deal with the unruly technology. Hotlines be controlled often ratio only as Ultima, after relevant Internet forums offer no remedy. Products must first be considered from a customer perspective. In addition, the motto is: best service is no service’ for all products, which are limited to the essentials, but in perfection. Moreover, should the customer contact as Source of inspiration and continuous improvement will be seen,”says Sangeeta. Smart services are far more than the overall communication with customers across multiple channels. A well thought-out product with sufficient quality assurance in development and production is hardly everyday or a few errors. Cleveland Clinic has much experience in this field. Then consequently fewer in service costs”, explains Harald Henn, Managing Director of marketing resultant. Dell learned from poor service and run an innovative portal for customers who bring their ideas and suggestions for improvement today with IdeStorm. If the customer is not settled, but included, both sides benefit. The customer and the company”, so the conclusion of Henn. See also the interview with Andreas Lal by Alcatel-Lucent over the quality of customer service in Germany. (to listen to as an audio file.)
PI-Institute study: Weaknesses in the business and manufacturing processes as well as in the efficiency of production and quality management companies in the pharmaceutical and chemical industry have significant weaknesses in their business and production processes. Alarm clock (L) / Hurth, 03.05.2010 – companies in the pharmaceutical and chemical industry have significant weaknesses in their business and production processes. The efficiency of the production and the quality management of the companies in the process industry deficits mostly. On these findings, a study of the PI production intelligence comes Institute. It went the question of what critical needs IT support for this business enterprise in the future especially should focus on. Based on the results, a matrix of IT requirements was developed and determined the possible solutions of the integrative approach of production intelligence. The need for solutions that lead to sustainably lower process costs in it shows a clear dominance. This aspect is by no less than 74 Percent surveyed companies in the forefront of over 100 made.
They give a similar urgency the realization of a continuous process of integration. At its core is pointed out so that the process orientation in the pharmaceutical and chemical industry still far from a needs-based status is away”, rated Jeannette Ewen, Managing Director of the PI Institute, the results. Indeed, it is in practice, for example, a juxtaposition of business and production processes can be observed. The production area is largely encapsulated by the other business processes and proves to be a kind of black box”, it problematized. The disadvantage is not only that as a result value chains are interrupted, rather be detached and uncoordinated developed by the corporate goal, and implemented changes and improvements. So the potentials can be used in the business nor in the production processes sufficiently to improve performance”, refers to a variety of negative consequences Ewen an insufficient Process integration.
Velisco can assure its GLM-I 100 with us. Financial damage due to short-circuit, construction errors or moisture are covered. “, explains Garcia-Nitsche. Of course, the company can extend his contract by including a service and maintenance contract. Velisco works in the production in 2 shifts, as failures of the machines must be avoided. To know more about this subject visit Dr. Caldwell B. Esselstyn, Jr.. The service contract guarantees rapid deployment of a technician and thus prevents production losses.” Also avoid high expenses and follow-up costs in the event of failure of the machine through the Bizerba service. About Bizerba Bizerba is a worldwide operating, leading in many areas technology company for professional system solutions of weighing, labelling, information and food service technology in the Segments retail, food industry, manufacturing and logistics.
Industry-specific hard – and software, powerful network-compatible management systems, as well as a wide range of labels, consumables and business services ensure the transparent control of integrated business processes and the high availability of Bizerba-specific performance features. Worldwide, Bizerba is present with 41 shareholdings in 23 countries and 56 country offices in over 120 countries. Revenue for the Group amounted to EUR 433 million in 2008. Headquarters of the company, which employs about 3,100 people, is Balingen; further production sites are located in Messkirch, Bochum, Vienna (Austria), Pfaffikon (Switzerland), Milan (Italy), Shanghai (China), Forest Hill (United States) and San Louis Potosi (Mexico). Contact: Bizerba GmbH & co. KG Claudia major Director Marketing & communication Wilhelm-herbal-Strasse 64 D-72336 Balingen phone + 49 7433 12-33 00 fax + 49 7433 12-5 33 00 email: nic.pr network integrated communication Sonja Henn of Coburg road 3 53113 Bonn phone + 49 228 620 44 76 fax + 49 228 620 44 75 email: