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Order Fulfillment Case Study

Carol Felzien April 25, 2008 Automated Responses, Automated status notification, Business process management, Customer Service, Order and Service Fulfillment, RMA tracking, order tracking No Comments

The Client
The client is an online provider of products for the telecom repair and refurbishment industry. The company provides a wide range of replacement accessory supplies including batteries, handsets, cables and more.

The Client’s Need
The client was dealing with a break down in communications with their overseas manufacturers. When a new product was developed, it was shipped to manufacturers for bidding purposes. Along the way communications went back and forth between both parties. If the bid was accepted, the communications continued back and forth. The problem is, there was no system in place to catch missed … Continue Reading

The Ultimate Insult from a Telemarketer

Kevin LaFata November 29, 2007 Customer Service, Prospect and customer follow up, vendor communications 14 Comments

I recently received a “cold” call from a web marketing firm that suddenly took a turn for the worse.

Ok, so maybe this guy was just having a bad day, but I would tend to think the owners of this company would not condone this guy’s behavior. No names have been changed to protect anybody.

Also, a little background: I have what is medically described as “profound” hearing loss in one ear, and “severe” hearing loss in the other. For the most part I can do OK with telephone conversations, but occasionally need to ask a person to repeat something. This is … Continue Reading