Single-Point-of-Contact Customer Service

92 Pages·1991·5.1 MB·English

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OCTOBER
1991
SINGLE-POINT-OF-CONTACT
CUSTOMER
SERVICE
V
INPUT
1280 VUla Street, Mountain View, California 94041-1 194 [phone]
V
SINGLE-POINT-OF-CONTACT CUSTOMER SERVICE INPUT
Published by
INPUT
1280 Villa Street
Mountain View, CA 94041-1194
U.S.A.
Customer Service Program
Slngle-Polnt-of-Contact Customer Service
Copyright ©1991 by INPUT. All rights resen/ed.
Printed in the United States of America.
No part of this publication may be reproduced or
distributed in anyform or by any means, or stored
in adata baseorretrieval system, withoutthe prior
written pennission of the publisher.
FCSP2' 558' 1991
SINGLE-POINT-OF-CONTACT CUSTOMER SERVICE INPUT
Abstract
This report from INPUT focuses on an emerging trend in customer
services; the shift to a single-point-of-contact for all customer services
requirements. Under this concept, a single vendor acts as the primary
provider of customer services. This single vendor may then contract for
service requirements it cannot provide directly.
The report defines the concept, analyzes current offerings by customer
services vendors, and reviews the level of acceptance of this concept by
the buyer of customer services. The single-point-of-contact concept is
new and, as this report describes, is not yet well understood by the user
and in many instances, by the vendors. The report contrasts the vendor
and user viewpoints and makes recommendations for strengthening the
offering.
The report contains 64 pages and 32 exhibits.
FGSP2 e1991 by INPUT. ReproductionProhibited.
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AUTHOR
TITLE
DATE BORROWER'S NAME
LOANED
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CAT. No. 23-108 PRINTED IN U.S.A.
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SINGLE-POINT-OF-CONTACT CUSTOMER SERVICE INPUT
Table of Contents
Introduction I-l
A. Purpose and Scope I-l
B. Methodology 1-5
C. Report Organization 1-7
D. Related Repons 1-8
n
Executive Overview
II-l
,
ni Issue, Background, and Definition ni-1
A. Background and Definition III-l
B. Vendor Benefits 111-3
C. User Benefits in-4
rV End-User Requirements and Issues IV-
A. End-User Service Needs and Requirements IV-
B. Participation and Interest in Single-Point-of-Contact IV-6
Service Agreements
Vendor Service Offerings, Implementation Status V-1
A. Summary of Vendor Service Portfolio V-1
B. Status of Vendor Implementation of SPOC Product V-3
C. SPOC Implementation Requirements V-5
VI Conclusions and Recommendations VI-
A. Summary VI-
B. End-User Recommendations VI-2
C. Vendor Recommendations VI-3
FCSP2 © 1991 by INPUT. Reproduction Prohibited.
SINGLE-POINT-OF-CONTACT CUSTOMER SERVICE INPUT
Table of Contents (Continued)
Appendixes A. User Questionnaire A-1
B. Vendor Questionnaire B-1
11 ©1991 by INPUT. ReprodudionProhibited. FCSP2
SINGLE-POINT-OF-CONTACT CUSTOMER SERVICE INPUT
Exhibits
1
Traditional Aspects of Service 1-2
2
Evolution into ISO/IMO Competition 1-3
•3 Application/Technology Driven Service Market 1-4
•4 Distribution of End-User Sample by Industry 1-6
5
Distribution of Vendor Sample by Type of Service 1-7
Organization
n
-1 Example of Single-Point-of-Contact Services Brokering 11-2
-2 End-User Recommendations 11-3
-3 Vendor Recommendations II-3
ni -1 Example of Single-Point-of-Contact Services Brokering 111-2
-2 Benefits to SPOC Vendor in-3
-3 Benefits to SPOC End-User in-4
—
rV -1 End-User Service Agreements Ranking by Mean IV-2
Rating of Feature Importance
—
-2 Profile of Service Features End-User Rating of IV-3
Importance by Percent Delivered
-3 End-User Service Capability: Percent with In-House IV-4
Service Function
-4 Types of Equipment Serviced by In-House Service IV-5
Organizations
-5 End-User Willingness to Pay a Premium (WTP) for IV-6
Delivery of Exact Service Needs and Requirements
-6 End-User Level of Interest in Single-Point-of-Contact IV-7
Service Agreement
-7 End-User Willingness to Pay a Premium for the IV-8
Delivery of a SPOC Service Agreement
WTP
-8 Correlation of End-User for Exact Service and IV-9
WTP for Delivery of SPOC Agreement
FGSP2 e 1991 by INPUT. Reproduction Prohibited.
SINGLE-POINT-OF-CONTACT CUSTOMER SERVICE INPUT
Exhibits (Continued)
-9 End-User Perception of Subcontracting on Overall IV-10
Service Quality
V
-1 Vendor Perceptions of Service Feature Categorization: V-2
Evaluation of Basic Service Items
-2 Vendor Perceptions of Service Feature Categorization: V-2
Evaluation of Premium Service Items
-3 Vendor Perception of End-User Demand for SPOC V-3
Service Arrangement
-4 Percent Vendors Contracting as SPOC V-4
-5 Examples of Operational Changes Implemented to Deliver V-5
SPOC
Service as
-6 Percent Vendors Subcontracting Services as Part of V-7
Delivery Operation
-7 Vendor Perception of Subcontract Transparency V-8
-8 Description of Services Subcontracted by Vendors V-9
-9 Percent Vendors Having Formal Alliances V-9
VI -1 Conclusions VI-2
-2 End-User Recommendations VI-3
-3 Vendor Recommendations VI-4
iv ©1991 by INPUT. ReproduOionProhibited. FCSP2