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... The mission is to increase the overall level of customer service by giving service representative tools that shorten overall call length and allow for better, more complete information. ... The overall recommendation is that it is more cost effective to invest one time in an information system rather than continuing to hire and train new representatives.
Increasing Level of Customer Service
One of Ikea’s primary business needs is to increase the level of customer service at the call center. An information system can achieve this in several different ways. The system will provide associates with the following: Visual listing of products, a system that is current and up-to-date, an archive for warranty information, a store policy/agreement manual, phone extension list, driving directions and home delivery information in paperless format. It will also give them single-click access to detailed information and full training manuals. ... A visual format will help decrease call lengths due to associates needing to look up items numbers or names (Cleveland & Mayben, 1999). ... Warranty information will be available in great detail for the first time. ... Associates will be able to scroll through it on their computer and should be able to access information faster (see Figure 1, p. ...
Reducing Cost
Consolidation of multiple sources of data into an information system will be the most cost effective way to reduce calls per minute, and thus deliver a higher level of customer service satisfaction. Individual workstations will have access to all the information in the entire company database (Nickerson, 2001).
Approximate Word count = 1248
Approximate Pages = 5
(250 words per page double spaced)
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