Global Roll-Out of Customized RightNow CX CRM
Challenge: Panduit wanted their Technical Support to be a differentiator in the marketplace with improved service levels, capacity and capabilities to provide an enhanced experience for customers and distributors.
Results: We provided a Process and Technology Assessment to identify service enhancements and process efficiencies that could be enabled with their existing technology toolsets. Our recommendations included a roadmap, quick wins, and long-term projects as ways to improve the overall Technical Support process within Customer Care and better leverage the existing investment in RightNow CX.
As a result of the assessment, we provided a dedicated global development team to implement the identified quick wins. Multiple input streams were consolidated into one centralized CRM system using RightNow. Standardized work flows, business rules and automations were built to streamline support calls and dispatch and to track issues to Level 2 and Level 3 support. Multi-regional views were implemented with localized interfaces and processes to support global delivery of a unified customer experience.
Our development team supported the global roll out of Panduit’s new and improved system as well as the ongoing support/maintenance and new feature development for additional process and tool improvements. This provided continued refinement and support of the RightNow system to ensure full team efficiency. The standardized processes for incident tracking and a consolidated incident repository both in the US and globally led to improved team efficiency and met their goals for an enhanced customer experience.
The Global Pueblo model to support our program was professional, extremely responsive and provided us with much more than a technology deliverable. Their unique approach included a fair and critical assessment, valuable improvements to the work processes and insightful cross-cultural contributions that made the global implementation very smooth.
Global Pueblo delivered value to Panduit, and indirectly to our Customers, beyond our expectations.