Making the customer's case
- By George I. Seffers
- May 22, 2000
The Army's new customer management system is expected to help personnel
get quicker service and better answers from the Military Traffic Management
Command. The system's database will provide answers to frequently asked
questions, detailed scripts that solve common problems, transportation information,
references to regulations and policy, hardware and software information,
and a log of all reported problems.
Initially, the command's subject matter experts in functional areas
such as freight, passenger, personal property and ocean cargo will fill
the database with relevant information. Once the system is up and running,
the information will continue to be updated by qualified personnel. In addition,
customer information will be continually updated by the customers themselves
as they contact the command for assistance or by the system as it tracks
customer activity on the Web and what questions they ask.
The system will create customer profiles that will be shared by each
of the various functional areas within the command so that every customer
support representative will have access to information about past problems
a customer has had and the solutions that were offered. Furthermore, a standardized
list of problems and solutions will mean that no matter whom a customer
talks to, the answer is the same.