ZIFFPAGE TITLECustomer Service

By Briana Hallstrom  |  Posted 2005-07-08 Email Print this article Print


Re-Thinking HR: What Every CIO Needs to Know About Tomorrow's Workforce

Returns on investment for the Baseline ROI Leadership Awards handily topped 1,000%, courtesy of the Internet.

Customer Service

Company Audiovox Corp.

Annual Return 2,288%

Project: Consumer electronics maker Audiovox had more phone and e-mail inquiries than it could handle. The number of queries about products strained customer service operations, increased expenses and delayed responses. To ease the pressure, Audiovox used RightNow Technologies' Service software to build help features into its Web site. Customers can now find answers to questions online, using Web forms rather than conventional e-mail. The customer service staff tracks the forms to respond faster to more detailed inquiries.

Benefits: With fewer phone inquiries, Audiovox increased staff productivity, improved the quality of service and retained more customers.

The Winners:
Grand Prize:
Company:American Express
Annual Return: 2,736.1%

Productivity and Operations:
Company: SBC
Annual Return: 1,191.7%

Company: InterContinental Hotels Group
Annual Return: 847%

Customer Service:
Company: Audiovox Corp.
Annual Return: 2,288%
Supplier Coordination:
Company: GlaxoSmithKline
Annual Return: 5,451%

Performance Management:
Company: GlaxoSmithKline
Annual Return: 2,212.2%

Data Management:
Company: LyondellChemical
Annual Return: 193.2%

Business Intelligence:
Company: Avendra
Annual Return: 193.2%
Public Sector:
Company: University of Houston
Annual Return: 2,354.3%

Decision Support:
Company: State of Missouri,
Office of Information Technology

Annual Return: 546.3%

Company: SkinCeuticals
Annual Return: 1,184.6%

Company: Medical Mutual of Ohio
Annual Return: 230.9%



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