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Competition
is fierce within the retail industry, with an
increasing demand for the most innovative retailing
systems that help improve performance and find
new ways of attracting and retaining customers.
The days of standalone cash registers are history.
Retail
systems are now fully integrated, intelligent
systems incorporating stock control, management
reporting, personnel management etc. - all aiming
to improve efficiencies within the enterprise
and ultimately, customer satisfaction.The retail
market itself is changing. The pressure to find
and exploit new markets is leading to the rise
of multi-national retailers with the power to
push innovations. Also customer demand for
increased retail availability puts pressure on
retailers to extend opening hours.
As
a result, there has been a demand for organisations
that can not only implement the latest IT solutions
on a global scale, but also offer international
'around the clock' expert customer support - reliable
systems that keep tills trading 24 hours a day,
often 7 days a week.
Anker
has risen to these challenges, creating an organisation
that can offer global and local retail solutions.
The hurdle then came to find a customer service
system that could support its international requirements
with a standardised approach, whilst having the
ability to support service innovations and changing
business requirements.
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Anker
provides complete retail solutions including software,
systems integration and point of sale hardware.
In addition, Anker provides a comprehensive support
services function through linked pan-European help desk
facilities and software support, plus field hardware
maintenance.
Anker
is a market leader and recognise the dramatic changes
occurring within the retailing industry. To differentiate
Anker from the rest of the market Anker is committed
to continual improvement in all areas. This is particularly
true in finding ways to improve its customer support
systems.
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Scaleable,
quality support
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Pan-European
service capability
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Around
the clock response
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Support
of future innovations
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Improved
customer service
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Maximise
operational efficiency
Using
interfacing and Internet access technology, the new
Interchange system includes a full enterprise-wide service
management suite with mobile and web site links to enable
remote three-way communications between Anker, its customers
and its team of engineers.
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Customer
Portal
With
the introduction of the Servasure customer portal, customers
can directly log service problems and monitor account
details via a dedicated, password protected web site.
Calls are automatically forwarded to the Servasure systems
for action by Anker's call centre. The progress
of the call is monitored providing customers with accessible,
up to date information.
"We
recognise that retailers are under enormous pressure
to operate efficiently at all times." said Martin
Nowag of Anker, Germany. "Therefore, by implementing
the customer portal, we are providing our retailers
with an online self-help service, which enables problems
to be logged and monitored much more efficiently."
The
customer portal has resulted in a reduction in the number
of calls received via the Anker call centre. This
in turn has helped Anker's call centre staff to concentrate
on managing service engineers and to respond to customer
calls more efficiently. In the near future, this
new channel will be extended to provide additional functionality
to customers.
Mobile
Communications
Thanks
to the implementation of mobile handheld technology,
customer call information and stock information can
be sent directly to service engineers in the field.
This empowers them with the knowledge to manage and
respond to customer calls in a timely, efficient manner.
As a result, customer satisfaction rates are increased
whilst response times are continually being reduced.
"We
set ourselves a target in our countries to be able to
deal easily with our standard number of customers calls
and site visits per day, whilst still improving customer
service and performance." Said Tim Shaw, Anker
Group Services Manager.
"We
have already over achieved on this objective since the
rollout of the combined Interchange Servasure System
and the European Mobile Data Solution for our field
engineering teams as well as succeeding in our goal
of building a European service community that exceeds
customer demands."
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Anker
has a well established pan-European support network,
capable of offering expert consultancy and software
and technical support including remote diagnostics
and fault fixing, using a help desk and a team
of field service technicians. At the heart of
this operation is a first class service management
system, Servasure, from the Interchange Group.
It has a high satisfaction rating and seamlessly
integrates into the Anker infrastructure.
Anker
and the Interchange Group have worked closely
to design and implement a strategy to rollout
a tailored Servasure service management system
across all 11 major European centres - creating
a consistent 'best of breed' Group service support
programme
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2001 - 2008 Interchange Group Limited - All Rights Reserved
