Al Alamiah, a leading IT solution provider in Saudi Arabia, has implemented SalesLOGIX customer relationship management (CRM) software to improve customer service and automate its help desk operations. The system that has helped Al Alamiah respond faster to customer requests.
Al Alamiah distributes leading PC brands such as Dell & Acer and has a large number of customers. The company faced the challenge of providing efficient after sales support to an ever expanding customer base. Al Alamiah realized that it needed to be able to track customer support issues and share. this information across the company to resolve problems proactively.
Nadir Amin, Executive Director of Al Alamiah said, “SalesLOGIX has helped streamline our support center activities. Support engineers have all the necessary customer information they need to respond quickly customer issues and information is shared across the company. The system also helps us monitor the performance of our support engineers.”
“We chose SalesLOGIX because it was cost effective, easy to use and could be implemented quickly. More importantly, we needed a package to suit our requirements and SalesLOGIX could be easily customized to do that.” said Nadir.
When a customer encounters a problem, he either calls the support center in Riyadh or sends an email. If a help desk engineer cannot resolve a problem over the phone in 5 minutes he raises a support ticket in SalesLOGIX. If a customer sends an email regarding a support issue, the system automatically creates a support ticket based on the email content. The Support Manager assigns tickets to a mobile field engineer based on their availability and expertise required to resolve the issue.
Once a support ticket reaches a field engineer, he talks to the customer and decides which parts are required to resolve the problem. He can check availability of parts in the system and inform the client whether the problem can be resolved immediately. For critical equipment like Servers, the entire support cycle from the time a customer calls to the time an engineer fixes the problem should not exceed 2 hours. For other equipment like PC, the problem is fixed within 24 hours. When a support ticket is closed, the system automatically notifies a customer that the problem has been resolved.
In some cases when a particular part is not available, Logistics can send a request for material to the principal like Dell and get and expected date of arrival within 30 minutes. The system also helps track material requests against deliveries.
When a support agent gets a call, the customer only has to provide the serial number of the PC. The agent instantly knows whether that PC is under warranty and if required can send a quotation for repair to the customer. For walk-in customers the SalesLogix Support system is integrated to bar code scanners to capture the serial number of the PC.
SalesLOGIX stores comprehensive customer information including computer equipment and support contract details. Engineers record the time spent to resolve each ticket and the system helps Al Alamiah track profitability of support contracts. It also uses the customer’s history of support time and parts used to negotiate new support contracts profitably.
There is a large amount of useful information that principals such as Dell get from the system. These include reports on how many support issues were resolved on time, the first time an engineer visits a site, engineer utilization, machine failure statistics. Dell uses this information to improve its product line, decide what level of certification Al Alamiah support center gets and the benefits linked to that certification such as spare parts credit.
In the future, Al Alamiah plans to allow customers to track their own support tickets over the web. It also plans to setup and internal knowledge base using SalesLOGIX.
