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Microsoft - Original Equipment Manufacturer (OEM) Project

As a result of an investigation into customer complaints Microsoft identified that the segment with the greatest number of issues were customers of Original Equipment Manufacturers (OEMs). Project Techniques were engaged to initiate a project to analyse and gain a better understanding of the reasons for contact, and to develop strategies to reduce complaints.

Our initial task was to establish a team to conduct research in this customer segment and to develop processes for both receiving all customer complaints and a means of capturing, recording and resolving complaints. Additionally our responsibilities encompassed setting up the telephony and information technology infrastructure, and the recruitment and training of new staff to conduct the research project.

Following analysis of the results we presented a report outlining the volume and nature of complaints from customers of OEMs and outlined strategies for reducing customer complaints. These strategies included improved communication at point of sale and implementing policies and procedures within the business to allow for efficient and effective resolution of complaints.

Our recommendations were implemented in full and customer complaints from this segment have seen a significant decrease in volume and customer satisfaction has improved. These recommendations have subsequently been adopted as part of Global Best Practice within Microsoft.

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Grey Pixel   With over 50,000 employees worldwide and sales revenues in excess of $28b Microsoft is acknowledged as the worldwide leader in software, services and Internet technologies for personal and business computing
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© Copyright 2005 Project Techniques Limited. All rights reserved.
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