How to Use the Five Key Elements to Outstanding Support

Apply best practices and development strategies for supply chain improvement


For example, in addition to monitoring third-party ratings, JDA constantly focuses on gathering its own user feedback with a number of internal vehicles for assessing how well we resolve customer issues. We feed this information back into our processes in an effort to deliver the best possible experience every time a customer reaches out to JDA Support Services.

 

5. Build a Dynamic User Community

The performance results delivered by supply chain software—as well as the financial return on investment—can improve dramatically when customers come together as a community. While collaboration with other users can never replace a formal support function, a business’ growing user community can serve as a valuable complement to its support team.

For example, JDA actively sponsors more than 50 special interest groups (SIGs) that allow software users to identify best practices, trade real-world experiences and offer advice.

SIGs can provide critical feedback on products and service areas to strengthen Six-Sigma quality improvement efforts. In addition to maintaining online forums at the JDA support website, JDA’s SIGs schedule conference calls and in-person meetings to share ideas and tips on a regular basis.

Make the Commitment to Superior Support

The world’s best software is optimized only when customers have a dedicated, expert resource available to help them when inevitable questions arise.

Whether your support team has 10 members or 100—and wherever you are in your journey toward building an outstanding support function—every company has the power to deliver an excellent customer experience. The first step is making the commitment to truly value each customer contact—treating it not as an obligation but as an opportunity to build a long-term, value-added relationship in which each partner benefits.

 

Ken Williams is senior vice president of Global Integrated Services for JDA Software Group, Inc., Scottsdale, Ariz.

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