|
Challenge:
When this fast growing company first began, they had the foresight to invest in FileMaker Pro as a platform that would scale along with their needs: managing customers, dealer lists, and human resources. But as their success outpaced their wildest expectations, the first thought was to invest in a new, expensive enterprise solution that would also manage customer service requests, process products returned for repairs, and help build and support their network of authorized service centers. The system had to be fast, yet manage potentially hundreds upon thousands of records. They approached us with the question of whether FileMaker Pro was still a viable option in their situation.
Solution:
FileMaker Pro proved to be more than up for the challenge, and gave them exactly the control they needed. We first took some time to work through several revisions before finalizing on the perfect design to suit their “big picture” needs: essentially tracking all customer interaction “from cradle to grave”.
Result:
Upon installation, improvements were immediately noticed in both quality control and customer satisfaction. The system tracks repair incidents by category, original manufacturer date stamp, and individual parts replaced. This allows them to easily read failure patterns, trace them back to a common cause and isolate potential issues with components that they can then address with the vendor. Custom reports, such as “Top 10 Failure Codes” help their customer support manager maintain a high level of excellence in their market.
|