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Case Study on Compaq |
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Case Study Compaq Computer Corporation "Compaq prides itself in providing customer friendly, innovative service solutions. ... " Geraldine Rossiter Director eService Delivery Compaq Global Services The Challenge Maximizing customer support in existing contact centers responsible for serving 30 countries across Latin America and the Caribbean, and nine countries in the Asia-Pacific Division (APD). Compaq Computer Corporation needed to provide a common solution across these regions, while keeping total cost of warranty and support service to a minimum. Each region presented a unique set of challenges, but everyone agreed on a common goal: to retain Compaq’s position as the market leader by adding value to their Customer Support organizations and delivering increased customer satisfaction. Compaq identified a blended web-based support strategy, consisting of self-help and assisted service as the path to take in order to provide quality support synonymous with the Compaq name. The Decision After investigating several interactive chat solutions, Compaq chose FaceTime Communication’s Instant Message Director. ... Page 2 of 5 Compaq Computer Corporation Case Study May 2001 · FaceTimes partnerships with AOL™, Microsoft™ and Yahoo! ... " Geraldine Rossiter Director eService Delivery Compaq Global Services The Solution FaceTime’s Instant Message Director provides businesses with the ability to manage business communications over channels such as Web text chat, public IM networks, email, telephony, and voice over IP (VoIP). ... Because there was minimal integration required, the implementation was entirely transparent to customers as FaceTime’s Instant Message Director maintained the touch and feel of all Compaq Page 3 of 5 Compaq Computer Corporation Case Study May 2001 communications. ... In Latin America, Compaq was able to double the number of service sessions from 2,600 chat sessions and 1600 e-mails during the first month of operation in October 2000, to 6,200 chat sessions and 3,200 e-mails by the end of March 2001. ... Since the deployment of FaceTimes Instant Message Director, the regions Compaq customers, no matter where they are located, can receive IM Web support from the companys call center in Houston, Texas. The same holds true for Compaq’s Asia-Pacific customers. ... Compaq managers list FaceTimes reporting capability and quality of data as valuable tools in measuring the effectiveness of the service. ... Page 4 of 5 Compaq Computer Corporation Case Study May 2001 The next generation of customer service. ... "Overall, the Compaq brand has been strengthened as a result of FaceTime IM technology. ... On the other side of the Pacific, Compaq is also experiencing positive results from FaceTime’s Instant Message Director. “We want to give Compaq a market edge in our Asia-Pacific Region and feel that FaceTime is a true differentiator in service and support.” David Fairman, Compaq’s APD e-Business Manager. Page 5 of 5 Compaq Computer Corporation Case Study May 2001 Background Compaq Computer Corporation [NYSE Symbol CPQ], a Fortune Global 100 company headquartered in Houston, Texas, is a leading provider of technology and solutions. |
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