INNOCENT UMUHUZA 20162

Business Case Study: Addressing Customer Service Problems at Electronic Resolution

By: Innocent Umuhuza

Greetings everyone! My name is Innocent UMUHUZA. As the team lead in the customer service
department at Electronic Resolution, it is my responsibility to develop strategies that will address and
anticipate customer service problems and complaints. This business case study suggests enhancements to
customer service procedures, technology, and training while outlining quantifiable targets that are in
accordance with the organization's strategic objectives. The ultimate goal is to support the company's
strategic objectives by raising employee morale and retention, decreasing complaints, and improving
customer happiness.

Measurable Customer Service Objectives

Objectives

Reduce Average Handling Time (AHT) by 20% within six months.

Increase Customer Satisfaction Score (CSAT) to 85% within a year.

Achieve a First Call Resolution (FCR) rate of 75% within six months.

Improve Employee Net Promoter Score (eNPS) in the Performance-Focused category to 60%
within a year.

Decrease customer complaints by 30% within a year.

Anticipation, Prevention, and Resolution of Problems

Anticipation: Regularly analyze call logs and customer feedback to identify recurring issues
(hopkinsmedicine, 2024)

Prevention: Implement training programs focused on common issues and effective communication
(hopkinsmedicine, 2024)

Resolution: Create a knowledge base and make sure that every employee has access to it so that
prompt and precise solutions can be offered (hopkinsmedicine, 2024)

Current Opportunities for Improvement

Trends and Internal Operations

Training and Resources: Employees lack proper training on CRM software, leading to inefficiencies.
Regular and comprehensive training sessions are necessary (indeed, 2024)
CRM Software: Customers become frustrated and delays occur as a result of the antiquated and slow
present system. Efficiency would increase if a speedier, more user-friendly CRM system were upgraded
(indeed, 2024)

Employee Training Programs

CRM Training: thorough instruction on the efficient use of the CRM system, including data entry and
retrieval.

Customer Communication: workshops to improve customer questions through empathic

communication and problem-solving techniques.

Technical Knowledge: Technical training to reduce the transfer of calls and increase FCR rates.

Analysis of Customer Service Scorecard Metrics

Supporting Strategic Objectives

eNPS (Performance-Focused): Currently low, suggesting that staff members are not happy with the
standards set for performance. This can be resolved by improving performance metrics and recognition
initiatives.

cNPS and CRR: Variations in client retention and satisfaction levels emphasize how important it is to
provide reliable, superior customer service.
Forecasting Future Problems

 Decreasing CRR and cNPS: Indicates potential future increases in customer complaints if not
addressed (gtreasury, 2024)
 Voluntary Turnover: High voluntary turnover rates suggest that employee dissatisfaction may
lead to further loss of experienced staff, impacting service quality (gtreasury, 2024)

Additional Metrics for Customer Service Scorecard

Strategic Measurement

First Response Time (FRT): Calculates the typical time needed to reply to a client's initial
communication (strategyand, 2024)

Employee Training Completion Rate: Monitors the proportion of staff members who finish their
training courses (strategyand, 2024)
Customer Effort Score (CES): Indicates the level of effort required from consumers to fix their
problems (strategyand, 2024)

Increasing Value and Reducing Costs

FRT: Reduces customer wait times, improving satisfaction (valuemanager, 2023)

Training Completion Rate: Ensures all employees are equipped to handle customer issues
efficiently (valuemanager, 2023)

CES: Identifies friction points in the customer experience, allowing targeted improvements
(valuemanager, 2023)

Technology Improvements

CRM System Upgrade

 Enhanced Efficiency: Handling times will be shortened and data accuracy will increase with a
quicker and more intuitive CRM system (kainexus, 2024)
 Improved Customer Experience: Representatives can offer individualized and effective service
with ease because to quick access to customer data and history (kainexus, 2024)

Social Media Management

Engagement and Responsiveness: By keeping up an active social media presence, the business is
able to quickly respond to questions and complaints from customers (SONNENBERG, 2024)

Devoted Response Workforce: A social media-focused team can handle and settle problems fast,
improving the business's standing and client happiness (SONNENBERG, 2024)
Suggested Adjustments to Customer Service Practices

Alignment with Organizational Goals

Enhanced Training Programs: complies with objectives to lower worker turnover and raise
customer satisfaction through providing employees with the training they need.

Technology Upgrades: Directly supports the goal to reduce complaints and enhance customer
experience.

Preventing and Addressing Problems

 Training: guarantees that staff members can interact with customers and the CRM system
efficiently (famu, 2024)
 Technology: decreases mistakes and delays in addressing customer concerns, resulting in
speedier remedies and increased satisfaction (famu, 2024)

Communication with Customers and Employees

 Customer Communication: Inform customers of improvements through newsletters and website

updates, highlighting commitment to better service (zendesk, 2024)
 Employee Communication: Regular meetings and updates to explain the benefits of new
practices and technologies, ensuring buy-in and reducing resistance (zendesk, 2024)
Handling Adverse Reactions

 Employee Concerns: Address concerns through transparent communication and support. Ensure
employees understand how changes will benefit their workflow and job satisfaction (indeed,
2024)
 Customer Impact: Control expectations by communicating clearly and concisely about
continuous changes and their benefits (indeed, 2024)

By putting these tactics into practice, Electronic Resolution will be better able to foresee and handle
issues with customer service, which will ultimately boost employee morale and customer satisfaction.
These adjustments will put the business in a successful long-term position and be in line with its strategic
goals.
References
Famu. (2024). Retrieved from TIPS FOR PREVENTING OR SOLVING PROBLEMS:
https://www.famu.edu/students/student-resources/health-and-wellbeing/university-ombuds/tips-
for-preventing-problems.php

Gtreasury. (2024). Retrieved from 5 Key Challenges to Accurate Forecasting:

https://gtreasury.com/blog/resource/5-key-challenges-to-accurate-forecasting/

Hopkinsmedicine. (2024). Retrieved from Preventing and Solving Problems:

https://www.hopkinsmedicine.org/about/community-health/johns-hopkins-bayview/services/
called-to-care/preventing-and-solving-problems#:~:text=We%20can%20often%20prevent
%20difficult,and%20then%20responding%20to%20it.

Indeed. (2024). Retrieved from 20 Areas of Improvement for Employees:

https://www.indeed.com/career-advice/career-development/areas-of-improvement-for-employees

Indeed. (2024). Retrieved from How To Deal With Difficult Customer Situations: A Guide:
https://www.indeed.com/career-advice/career-development/how-to-deal-with-difficult-customers

Kainexus. (2024). Retrieved from What's the Importance of Technology in Continuous Improvement?:
https://blog.kainexus.com/continuous-improvement-technology

SONNENBERG, A. (2024). agorapulse. Retrieved from Social Media Management: What Every Smart
Social Media Manager Needs to Know: https://www.agorapulse.com/blog/social-media-
management/

Strategyand. (2024). Retrieved from Strategic performance measurement: Creating a common language
to drive execution: https://www.strategyand.pwc.com/gx/en/insights/2017/strategic-performance-
measurement.html

Valuemanager. (2023). Retrieved from 10 Ways to reduce product costs and increase value!:
https://valuemanager.at/VM-Blog/10-ways-to-decrease-costs-for-products-in-companies/
#:~:text=A%20fundamental%20approach%20to%20cost,manufacturing%20complexities%20and
%20material%20costs.

Zendesk. (2024). Retrieved from Customer communication: 8 tips to build an effective strategy:
https://www.zendesk.com/blog/customer-communication/