Solutions

FileMaker Pro Tracks Tech Support Calls for Busy Customer Service Department

Scitex Digital Video

Scitex Digital Video manufactures ImMIX® digital nonlinear video editing products. Videotaped footage is digitized onto a hard drive, from which video professionals, including editors of documentaries, commercials and training videos, call up images as needed, cutting and pasting the images into their final order and adding special effects.

Overview

  • Scitex Digital Video needed a fast and effective method of tracking incoming technical support calls from its 2,000 customers. The FileMaker Pro–based solution they now rely on allows technical support staff to instantly pull up information about each customer as calls come in — this means better customer service. FileMaker Pro's ease of use means that new Scitex employees are up and running within a day.

Industry

  • Creative Services
  • Small Business

Technical support calls can be frustrating for customers who have to wait on hold, resulting in wasted time and steep phone bills. FileMaker Pro's relational capabilities and script filesharing features allow us to instantly pull up all information about each customer.

— Joyce Garrett, Technical Support Supervisor, ImMIX®

Business Challenge

ImMIX® brand products use advanced, complex technology that requires a strong technical support infrastructure. Scitex's Customer Service Department needed a fast and effective method of tracking all incoming tech support calls from its 2,000 customers.

'Our previous customer service database did not fit the needs of a fast–growing environment,' said Joyce Garrett, ImMIX® technical support supervisor. 'This system was fine for tracking 10 calls a day, but we needed a program that was flexible enough to provide the best service for our growing customer base. I chose FileMaker Pro from FileMaker, Inc. because I knew that it could be customized to fit our department's specific needs."

Successful Solution

Instant Access for Better Customer Service
FileMaker Pro's relational features allowed Garrett to design the Customer Service Department's database that links customer background information, all call logs pertaining to the customer and service and repair history records, so tech support employees have immediate access to all data.

'Technical support calls can be frustrating for customers who have to wait on hold, resulting in wasted time and steep phone bills. FileMaker Pro's relational capabilities and script filesharing features allow us to instantly pull up all information about each customer," said Garrett.

"When a call comes in, our caller ID server recognizes the number and transfers it to FileMaker Pro via Applescript so the customer's record immediately appears on our screen," Garrett explained. "This allows us to personalize our greeting and provide an expert approach by gaining familiarity before the caller is finished introducing himself. Instant access means better service."

FileMaker Pro has made our Customer Service Department more efficient and cost–effective. Without FileMaker Pro, we'd have to double our administrative staff from 12 to 24.

— Joyce Garrett, Technical Support Supervisor, ImMIX®

Customer Benefits

FileMaker Pro Cuts Labor Costs in Half
'FileMaker Pro has made our Customer Service Department more efficient and cost–effective. Without FileMaker Pro, we'd have to double our administrative staff from 12 to 24," said Garrett. "And because we don't need IS support for training, our new employees are up and running within a day. By contrast, the learning curve for our larger corporate database is approximately one month.'

Wide Access Means Better Company–wide Quality Control Although the Customer Service Department's FileMaker Pro database is simple enough to be managed and maintained within the department, it's robust enough for anyone in the 200+ person company to access and read its customer records when necessary.

'Any management person can access information from the customer database to determine the areas for quality improvement,' said Peter Proscia, ImMIX® technical services manager. 'Since we log every support call into our database, we can spot trouble before it gets too serious. If a trend toward a certain problem becomes apparent, we immediately filter this information to the engineering department to address problem areas in the product and head off customer dissatisfaction.'

For FileMaker:

Kevin Mallon
Public Relations Manager
FileMaker Inc.
408-987-7227
kevin_mallon@filemaker.com
http://www.filemaker.com