Panasonic UK, Using iSupport to handle enquiries within pre-determined timescales

Overview

The Client

Panasonic was established in the UK in 1972 and is now a leading supplier of consumer, business and communications products. Panasonic is a sales and trading arm of Matsushita Electrical Industrial Co and has seven sites employing more than 5,000 in the UK.

The Challenge

Stuart McKay, technical support manager for data products, says: "Panasonic needed a customer-facing technical support system to handle enquiries within pre-determined timescales and to realistic service levels and targets."

The Solution

c.Support - a strategic help desk that keeps users and systems productive by enabling them to answer calls, resolve issues, anticipate events and prevent problems.

The Key Outcomes:

Ease of use

"A rapid learning process was undertaken by Panasonic technical engineers and customer-facing staff without any problems."

Better service

"Improvements were noticeable from the earliest stages of implementation and staff quickly came to rely on c.Support's stability and reliability. As the data within the system has built up, it has continued to perform well with virtually no down time."

Compatibility

"c.Support is a very attractive package in terms of compatibility and cost. We needed to be able to log calls through both the dealer and engineering bases, and c.Support opened up new possibilities in the logging process."

Customer relations

"Some of our customers have been so impressed with the benefits of c.Support that they are considering using it themselves."The final word"The solution has enhanced the professionalism of our service and the consistency of information to customers by keeping our customer-facing staff and engineers up-to-date on queries reaching the help desk."