3M System

3M is one of the worlds premier manufacturing companies, with operations in
more than 60 countries. The companys explore and development portfolio features
100 leading technologies, which include abrasives, adhesives, non-woven fibers,
films, precision coatings, fluorochemicals, ceramics, optics, and microstructured
surfaces. 3M has develop thousands of products from these technologies in the
past decade.
The Challenge: Provide Relief for Experts and CSRs
The field of 3M products expanded during the 1990s, and the range of
node questions expanded accordingly. Customer table service representatives
(CSRs), who field questions on all of the companys products as well as financial
queries and other questions, simply could not economise up. It became difficult to train
new CSRs in all of the areas of expertise they needed. The 60 CSRs who work
in the Corporate Contact Center and have to megabucks with more than 50,000 SKU
numbers had an especially difficult job. The CSRs tried to extemporise ways to keep
information at their fingertips, but nonetheless, company experts free-base that their
time was consumed by answering the same questions everyplace and over again. In
fact,18 percent of customer calls had to be referred to experts. Customers reported
receiving different answers depending on who they utter to.




The volume of calls referred to experts (call escalations) began to take a toll on
productivity and to hazard the continual innovation that 3M is known for.
Management decided to action knowledge management and customer
relationship management technology in order to free up the experts to innovate
and to allow all CSRs to donation inâ€"and contribute toâ€"a pool of expert knowledge.
Primus® software Integrates Easily Into 3Ms Workflow
A 3M task force of customer service managers, call center agents, IT analysts,
and documentation developers chose Remedy® lots save Request
System® for call center management. The Action Request System integrates...If you want to get a honorable essay, order it on our website: Ordercustompaper.com



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