Customer Service
A customer service department's mission is to provide
the best possible customer support at the lowest possible
cost. Usually these are competing objectives, forcing
management to strike a balance between cost and quality.
However, Vanguard makes it possible to improve both
objectives simultaneously.
Bringing Together People, Analytics, and Systems
The Vanguard System™ is a comprehensive business
solution for improving the quality, reliability, and
speed of management decisions. It does this by helping
you Collaborate with colleagues
on important plans, Analyze alternatives
using state-of-the-art modeling and simulation
techniques, Automate routine
decisions using expert system technology, and Improve
overall management effectiveness by adding
structure to a normally chaotic process.
Business improvement is all about working smarter.
Vanguard brings together the people, analytics, and
systems required to help your business operate
intelligently.
What Can Vanguard Do For You?
Vanguard supports customer service departments in two
primary ways: business process automation and planning
& analysis.
Business Process Automation
- Call center support / scripting: Create
Web-based support systems that capture the
knowledge of your product specialists and deliver
this knowledge to your support staff in the form
of intuitive guided applications.
- Web self service: Add
intelligent, interactive applications to your
Website that assist customers in tasks such as
finding the right products, placing orders,
troubleshooting, etc.
- Web-based forms & data collection:
Efficiently capture customer data such as product
registrations or information requests.
- Customer satisfaction surveys: To
better support your customers, investigate their
needs, wishes, and opinions using online surveys.
Planning & Analysis
- Capacity planning: Use modeling
and simulation techniques to investigate the call
center capacity required to support growing
organizations and call volumes.
- Operational efficiency: Conduct
process improvement/Six Sigma projects to reduce
costs, cycle times, and waste.
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