Re: Customer Service -- Online

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There are various aspects of customer service.  Many of them we are all
familiar with from our legacy applications.
- What's in stock
- If it is not in stock, what's the lead time, or an alternative product
- What orders does this customer have, and what is the status of each?
- Returning of goods
etc.
Most of this, once you go web, should, or could, be turned over directly
to the customer.  And let the CSR's do the more 'personal' touches.

However, there are some non traditional things, which may, or may not,
have links to your current ERP.  These include:
- APQP processing
- Customer corrective actions
- and a lot, lot more
For many of these we are using a Notes based package.  And the workflow,
tracking, and escalation between the different levels of customer service
are outstanding.  They have a web interface to this package.  Thus, if
your customer base doesn't want to install Notes clients, ok, just install
a Domino server.  They'll even interface to Outlook.
http://www.etq.com/index.htm
http://www.lotus.com/products/r5web.nsf/webcus/9FC15A9863D773A18525691C00693B93?OpenDocument

I don't get a nickel from them.  Just a satisfied customer.


Rob Berendt
--
"They that can give up essential liberty to obtain a little temporary
safety deserve neither liberty nor safety."
Benjamin Franklin