Customer Service Success Stories
Motorola uses Information Mapping to improve customer service
Motorola needed to implement a structured documentation system to communicate complex and quickly changing product information to its sales and field service staff. Motorola needed a documentation system that could be customized, as well as easy to update.
Information Mapping's custom consulting services created a streamlined and efficient documentation system for Motorola. This ensured
- fewer customer complaints
- fewer errors by service technicians, and
- New customer claims manual reduces call volume by 50%
A leading healthcare provider's help desk had been steadily receiving unnecessary claims inquiries. In an attempt to decrease the call volume, they chose to update their customer claims manual to provide end-users with a more structured resource to be able to quickly and easily locate needed information. Since the release of the newly designed claims manual, the number of calls to the help desk dropped by 50%.
New documentation architecture decreases brokerage firm errors by 30%
A major brokerage firm found it difficult to keep documentation consistent and updated throughout their worldwide offices. Information Mapping's consultants were able to identify over 5,000 inconsistencies within their documentation. A documentation management structure was created to centralize documentation, and ensure a reliable source for creating and storing complex information. The implementation of the newly designed structure was a success, resulting in a 30% decrease in the amount of costly errors, and a significant reduction to exposure from government censure.
New customer claims manual reduces call volume by 50%
A leading healthcare provider's help desk had been steadily receiving unnecessary claims inquiries. In an attempt to decrease the call volume, they chose to update their customer claims manual to provide end-users with a more structured resource to be able to quickly and easily locate needed information. Since the release of the newly designed claims manual, the number of calls to the help desk dropped by 50%.
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