Analysis Of D Service Company Technical Support Service Capability

With the reform,opening up policy and technological progress in the 21st century,people's production and life have changed.Especially the computer manufacturing costs,technology is increasingly open and transparent.As well as the manufacture of computer hardware triggered profit "Blade" and makes most of the computer hardware manufacturers have to re-examine their own positioning and development strategy.D company the company I worked for is in business structure adjustment and development process of upgrading.The Key for D company in transition service providers is how to expand the business scope of the company's services,as well as collaboration between the various businesses.Hardware providers concerned to provide products according to customer requirements,while service providers are more concerned about the customer's business needs,mainly pay attention to customers "utility" to maximize customers' titer rate.Through mergers and acquisitions,D company expands the company's ability to provide total solutions.As a technical support area of support,this article choose rapidly increasing breadth and depth of the challenge,so how optimize process to ensure that the rate of problem solving,to improve customer recommendation and control service costs are very significant.Base on reviews theories of process improvement,the article chooses to customer resolution rates that is customer service core performance indicator.First,according to investigate on the marketing and the impact for the service system,certified the necessary of customer service.Second,introduces the theories which related with the article and the method of optimize process.Third,provide the solution to solve technical acknowledge base,system tools,management processes.Finally,the results are summarized with technical support for customer service process before and after the transformation of the comparison,and provide the next step to improve the recommendations.D company technical support service department through the optimize the service process,achieved the results of the stage:the average resolve rate increased from the original 75.6%to 77.5%,while customer satisfaction remained at more than 95%.By optimizing the process activities and the use of automated information technology,reduce the maintenance staff tedious work,converted to telephone costs,the annual savings of$60,901,equivalent to RMB 377,000.Look forward the results of this study from the service provider's customer handling process improvement practices and theories will provide a good reference...