Acer Computer Australia has implemented a Nortel customer relationship management system that is now claimed to be fielding 10,000 calls a month for the call centre and technical service departments alone. It has yet to be ramped up to cover spare parts and returns, and plans are in hand to link it to Acer's ERP system.
The system is taking such a thorough workout that Acer's technical services director Neil Roberts believes it will give a 100 per cent return on investment within 12 months. "For the first time this solution will link customer information that was previously held in four different systems," Roberts said. "This integration will help us reduce the time taken to handle customer queries, enable us to track our service operations, and give us customised reports and knowledge management functionality."
The system enables the company to link its field service customer information to the reseller involved in the deal, and automatically directs customer service calls to the appropriate repair centre. "Previously, with our four discrete systems there was no transfer of knowledge, no traceability," Roberts explained. "From a field services point of view we only had a customer relationship when something was wrong. Now we have proactive information that gives us positive customer relationships from day one."
PricewaterhouseCoopers Management Consulting Services undertook the two-phase implementation of the Nortel system, including infrastructure, application integration, business process design and training.