ProgramsMontclair State University: MBA Business Consulting (Fall 23') ProjectsCustomer Service Process & Strategy

Project Title: Customer Service Process & Strategy

Pippin Title

Details
Project Title Customer Service Process & Strategy
Project Topics Customer Service & Account Management Marketing
Skills & Expertise
Project Synopsis: Challenge/Opportunity
Interdepartmental interactivity and communication is vital for the success of our organization, and while some departments don’t require direct lines of communication with every other department, customer service does.

Our customer service representatives receive and send hundreds of emails daily, requiring a deep understanding of our full range of products and an up to date status on all client orders. To achieve this, customer service require live updates from the following parties:
  • Internal operations;
  • External operations (field agents which may become unavailable as they travel);
  • Sales;
  • Customer success;
  • Pricing.

Having this many channels of communications can prove challenging to organize properly, especially since different operational units may employ different platforms to record their progress.

How can we redefine the customer service process and strategy to engage interdepartmental stakeholders during peak hours and at points of churn?
Project Synopsis: Activities/Actions Required
  • Setting up a ticketing system by which clients may raise tickets pertaining to specific departments.
  • Improving communication between internal and external operations.
  • Improving the flow of live updates and reconciling information from multiple platforms in one location.
  • Involving sales and customer success only when appropriate.
  • When and how does customer service get notified of client churn?
  • What are the steps to take to avoid client churn?
Project Synopsis: Expected Results
  • A detailed description of the client ticketing system including UX; clients currently contact us by email or phone, so a new unfamiliar system must prove to be more user friendly and more efficient.
  • Communication delays between internal and external operations range from a few minutes to a full business day. We mostly require timely document transfer and clarifications; what new system can consistently reduce delays to under an hour?
  • How can we reconcile multiple platforms in one location? Building consolidated databases is one idea, but is there a better way to do this?
  • A client ticketing system can help customer service identify the department responsible for each ticket. If the ticketing system proves to be unsuccessful or only partly successful, what is the best way to help customer service identify the best point of contact?
  • What is the best way to measure churn? Is 1 month churn appropriate in the title industry?
  • How should customer service approach churning clients? We need a detailed approach to this issue while keeping in mind that the client:
    • May not have churned, but is simply experiencing a decrease in their volume;
    • May have experienced issues with our product in the past (such as delays or quality issues);
    • May have found a cheaper alternative.
  • While some clients are explicit in terms of issues they face, some may churn without reporting any issues; how do we identify those clients and how should we approach them?

Project Timeline

Touchpoints & Assignments Date Type

Program Kickoff

 Aug 28 2023 Event

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