Customer relations with a human touch
Merck
The company had been experiencing problems increasing the level and quality of Siebel usage amongst their call centre users.
The call centre is staffed with trained nurses and their main concern was the level of medical support rather than the quality of information logged in the system.
A unique training and support approach had to be designed to meet their requirements.
The call centre nurses were trained on a one-to-one basis (including workflow), supporting them while taking phone calls and reiterating the importance of Siebel by disseminating all the call centre reports/statistics amongst them.
The second phase involved rolling out Siebel to the sales staff who had previously been using Excel spreadsheets to record and monitor all their activities.
Sales training focused on the benefits of the system, such as simple customer and time management and automated reporting.
Tadpole's initial scope of responsibility only included training. However, at later stages this was broadened to include project management, data preparation and loading, liaison with and the training of top management.
"Working with Tadpole was like working with our own employees. They took a real interest and cared about the project as well as being pro-active and going that little bit further."
"The Key Account Managers were focused on what Siebel could do for them rather than seeing it as a chore."
Limited and disjointed reporting via exporting data and using Excel.
Management all have the ability to run and review reports at any time during a month for the Key Account Managers and Nurses.
Excellent, always very professional and enthusiastic. A "can do" attitude to all obstacles that may occur during a project.
Tadpole gathered requirements, including listening to both the Senior Management Team and First Line Managers, developed the reports, validated the reports and tested the reports. Tadpole then delivered the reports including the required training.
