MIS CHAPTER 9 CASE STUDY

MIS CHAPTER 9 CASE STUDY - Group 8 Project Number Version...

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Group 8 Project Number 1 Version 1.0 Print Date 12/04/2010 Page Page 1 of 6 Customer Relationship Management Helps Chase Card Services Manage Customer Calls SIGNATURE BLOCK Statement I did my share of the work, and I have a general understanding of the contents of the assignment. Team Member Contribution for this document % of Total Signature Date Tracy Tillet Question 5 and MIS in action question 1. Overview of Entire document. Modify Question 2. 20/20 12/04/10 Evelyn Tsai Question 1 and MIS in action question 2. Overview of Entire document. Modify Question 2. 20/20 12/04/10 Ian Hsieh Question 3 20/20 12/04/10 Lycieni Moguel Question 2 (Insufficient answer) 15/20 12/04/10 Tirese Lino Question 4 18/20 12/04/10
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Group 8 Project Number 1 Version 1.0 Print Date 12/04/2010 Page Page 2 of 6 Case study questions: 1. What functions of customer relationship management systems are illustrated in this case? The function of CRM systems illustrated in this case is customer service, which helps Chase Card Services manage their customer relationships by providing customers the service of the highest quality possible which improves customer satisfaction, reduces unnecessary expenses, and maximizes profits. The contract with Enkata Technologies lends to customer service modules that provide information and tools to increase the efficiency of call center agents in performing first-call resolution to customers’ requests upon the initial call. The nature of the call, including the reasons for and the length of a particular call, and the length of time used to handle the call by an agent are recorded, organized, and analyzed. Chase is then able to determine the criteria for declaring particular calls “resolved,” which makes the whole process of attending to customers so much easier and this increases the overall productivity of the firm. 2. Why is the call center so important for chase card service? How could chase’s call center help it improve relationships with customers? Chase Card Services is a company that fields a large amount of calls from people seeking customer service for their credit card accounts. The call center is important to Chase because it allows direct phone-phone communication between its call center agents and its customers who need assistance, such as requesting a card activation action. Chase’s call center improves its relationships with customers by providing a pathway for Chase to know their customers' queries regarding its services, for Chase to formulate improvements in areas the customers complain about, and a standardized way with which both of the above are achieved. Also, by using techniques from customer relationship management (CRM) systems, customer data collected from Chase's call centers from all over the world can be retrieved, consolidated, and analyzed, providing useful customer information to be distributed to various departments and customer touch points across the enterprise that Chase can use to improve its customer relationships by
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MIS CHAPTER 9 CASE STUDY - Group 8 Project Number Version...

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