Al-Alamiah, using the expertise of Spenty Advanced Business Solutions, has implemented SalesLOGIX customer relationship management (CRM) software to improve customer service and automate its help desk operations.
Al-Alamiah distributes PC brands such as Dell and Acer to a large customer base. The company faced the challenge of providing efficient after sales support to an expanding number of customers. The company realized that it needed to be able to track customer support issues and share this information across the company to resolve problems proactively.
According to Nadir Amin, executive director, Al-Alamiah, SalesLOGIX helped streamline Al-Alamiah’s support center activities.
“Now, support engineers have all the necessary customer information they need to respond quickly to customer issues and information is shared across the company,” he said.
“The system also helps us monitor the performance of our support engineers. We chose SalesLOGIX because it was cost effective, easy to use and could be implemented quickly. More importantly, we needed a package to suit our requirements and SalesLOGIX could be easily customized to do that. We are extremely happy with Spenty’s customization effort as well as their post implementation support.”
How the system works is that when an Al-Alamiah customer encounters a problem, he either calls the support center in Riyadh or sends an e-mail. If a help desk engineer cannot resolve a problem over the phone in five minutes, he raises a support ticket in SalesLOGIX. If a customer sends an e-mail regarding a support issue, the system automatically creates a support ticket. The Support Manager assigns tickets to mobile field engineers, who then interface with the customers to resolve the problems. All required information; from spare parts to warranty details are available to the engineers through SalesLOGIX.
Engineers record the time spent to resolve each ticket enabling Al- Alamiah to track the profitability of support contracts. There is also a large amount of useful information that principal vendors may obtain from the system. These include reports on how many support issues were resolved on time, engineer utilization and machine failure statistics. Vendors may use such information to improve their product line, decide what level of certification Al-Alamiah receives and the benefits linked to that certification such as spare parts credit.
In the future, Al-Alamiah’s customers will be allowed to track their support tickets over the web. The company also plans to set up an internal knowledge base using SalesLOGIX.
