1. How united group have actually manage improving the customer service and stre
ID: 464901 • Letter: 1
Question
1. How united group have actually manage improving the customer service and streamlining the operation in the per way?
The company turned to Appian to provide a unifying layer across those systems and a single point of access to make it easier for employees to do their jobs.
In addition to speeding customer resolution and to improving customer service, the solution from Appian also has reduced average call times in the United Matbouli Group call center from five minutes to three minutes and halved the time needed to create a new customer service case. The system involves 600 daily users and more than 40 processes in 14 departments. United Matbouli Group has transformed its supply chain management practices. The Appian system is integrated with seven other systems to enhance procurement, product returns, rebates and more, according to Appian. Managers can see a full picture of the customer and its overall ratio of returned products to determine the profitability of each customer.
Appian gives the ability to see all of the data to make smarter decisions and execute the processes required for faster action and its platform gives the agility to meet fluctuating market demands. Process optimization features and write-once/run-everywhere architecture enabled UMG to meet its goals of mobilizing data and processes without building and maintaining a series of separate, siloed mobile apps, Appian reports. Sixty-three percent of UMG’s Appian users access the system on mobile devices.
http://www.kmworld.com/Articles/News/KM-In-Practice/United-Matbouli-Group-improves-customer-satisfaction-and-streamlines-its-supply-chain-with-BPM-111078.aspx
2. Did you think the united group did in the reading can be apply to another company and different industry. why and why not? explain your reasoning?
Explanation / Answer
The United Matbouli Group turned into an Appian helped in solving cusotmer resolution and customer service. The appian solution helped to reduce the duration phone calls to 3 minutes from 5 minutes. The Appian system swas used by around 600 daily customers per day.
The Appian systems is integrated with seven other departments like procurement, product returns, rebates and so on. In addition to this Managers can easily analyse each customers and even can measure profitability ofn each customers.
2) The same concept can easily be applied in other firms as well with appropriate changes. Many big firms is having these kinds of information systems are there. The Walmart is even tracking weather and can analyse the prospectiv business based on that. The interesting fact is that, In Walmart analyse, they found that during hurrican seasons the demand for fruit items kike strawberry is high. The firm is managing changes and arranges the required items to cusotmers in such a way.
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