Technical Support Management

This growing firm endured the growing pains that all firms must endure. As sales increase so does the potential for returns and technical support.

Whilst selling can be the easy part, how a firm responds when there is a problem can be the true test.

A system was implemented that allowed the customer to simply enter a serial number of a product purchased to obtain support.

The system cross checks the serial number against it's own database of historic & current serial numbers, and if found, further checks it to ensure the customer wishing to return it is in fact the invoiced customer.

The quality of the technical support actually rose and the number returns diminished. How? The system confirms that the return request is indeed valid and in fact those who did not purchase the goods from the client in the first place can no longer return the goods easily.