RETAIN: Panasonic

Panasonic needed a cost effective solution to provide technical support to their highly profitable business customers. Dialogue presented a solution to develop a custom KnowledgeBase and coupled that with high quality technical support to meet their needs.

The situation
Technical support is often seen as a necessary evil for many clients, including Panasonic, and providing support with a cost effective solution is a challenge. Our client sought to provide support for LCD projectors and Plasma Displays through Dialogue Marketing without incurring significant costs or a lack of support for these highly profitable customers.

The solution
Dialogue developed a custom knowledgebase and specific training for our agents to use when diagnosing customer needs and prescribing solutions to those needs. These needs include:

• Installation
• Trouble Shooting
• Connectivity
• Repair
• Warranty Services

The results
Dialogue not only maintains an excellent service level and quality standard, but has enhanced the entire support process through our customized solutions. In fact, escalations to Panasonic have been reduced by over 80% since Dialogue has assumed control of the program.

"We are very pleased with Dialogue's call center support; their proactive approach to managing our business service has helped reduce escalations while maintaining excellent service levels. Outsourcing this work to Dialogue Marketing has allowed me and my team to focus in other areas of our business because we know the service component is in good hands."
- J Peek, National Planning Manager