Better Customer Service

Business Requirement:

In today's environment companies need a business platform that provides the customer service features that meet the increased expectation created by and capabilities provided by businesses with a strong Internet presence. Nowhere is this more apparent then in the Retail marketplace. Propane Marketers' customer service personnel require modern tools and processes that differentiate their level of service from the competition and meet current and future customer expectations.

Solution:

The Delivery Management Suite provides numerous features to improve you customer service level while minimizing cost:

• Right Click Horizontal Navigation keeps the user focused on a customer moving horizontally across the application. This offers fast and efficient access to all customer delivery related information and functions with just two clicks from anywhere within .
• Customer Service Notes can be added from anywhere in by just right clicking on the customer name. Notes flow horizontally from the office onto the bobtails with Mobile and back, seamlessly extending the customer service notes capability to the nearest customer touch point and back to the propane company. This tool empowers customer service personnel to reference the archived history of customer interactions with the additional ability to assign, manage and escalate the unresolved customer service issues to various departments within your company. These unresolved customer issues are then available on-demand in exception report format for review and resolution planning by each department.
• 90-day live order queue allows never before available real time planning capabilities to make sure customers are serviced most effectively. Now you can anticipate each customer's individual product and delivery requirements as well as overall delivery capacity and product requirements well ahead of the need. Advanced planning integrated with daily delivery management means smoother more consistent operations, lower cost and a better ability to respond to special customer requirements and changes in product needs without increasing cost.
• Tank monitors that meet the long term needs of the propane marketer. By reading and immediately reporting low level, unusual usage, a sensor problem or a inside temperature low level alert the customer service personnel have the up-to-date information they need to respond to problems and inquiries from the customer. In addition, reading tank level, inside and outside temperature 48 times/day provides the kind of usage, local weather and user habit data that enables the system to provide customer usage forecast that are much more accurate them previously available; in turn eliminating run outs and excess fills.
• The technology platform based on Microsoft's .Net framework allows easy integration with the propane company's public web site to provide historical usage and level information, estimated delivery schedules and account information to their customers.

Impact:

All of the above features combine to form a system that allows your delivery operations to:

• Provide better service then your competition
• Communicate and resolve customer issues faster
• Improve follow through and accuracy
• Anticipate problems