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I want some opinion from you guys on this before I blab it. Even Dave and Sean don’t know about this but it’s been in my head for a long time to have this done and it’ll probably take a while to do it as well.
What I want to do is expand the repairs@ concept a tad and introduce some rather nice features which I think you’ll like. The problem is that repairs@ is not self-funding, in fact it costs us money to operate it, which isn’t a problem at all, it’s just that I’ve got feck all budget to spend on it so, the only way that I can do this without impacting UKW financially is to ask the subs if they want to pay for it.
Anyways, here’s the plan…
User login and controlled account with stats on calls/views.
User controlable product groups/manufacturers
User defined postal areas of cover
Weighting for subscribers (this means that if you’re a sub then you get higher up the ranking effectively)
User definable information about the company (subs only)
While that little lot may seem interesting I rarely do/think of things in a conventional light, that would just be dull. So here’s the customer part…
Better/prettier interface and information about the system.
Unique job number
With a UKW account, records kept of each call and company used
Email after two weeks to complete an ICS benchmark system, reminder after four weeks if not done, then drop.
So, okay, the first two are just routine stuff really but a lot more professional IMO, the last two are not. The point of the third is to perhaps use that for marketing purposes at a later date.
The last one is the humgdinger. It’s an industry standard scoring system to gauge quality of service and it’s dead simple to use and understand, it’s also VERY heavily weighted in our favour as the indies provide, on average, what is considered using this system “world class” levels of service.
So, whatcha think then, should we fly it past the subs and see what they think?
K.
Re: Before I Say it…
Ken, is this funding out of existing subscriptions or will you be asking for extra?
Re: Before I Say it…
Ken,
In principle it looks like a good way to spend the cash but can you let us know how many repairs@ agents are subscribers and how many aren’t.
If the bulk are not then I can see some objections being voiced as soon as you post the idea in the forum.
JohnRe: Before I Say it…
I don’t have a problem with the idea. Still get v. low volume from repairs@, so may not need all the toys; but I do see the point.
Chris.
Re: Before I Say it…
Sorry John I missed the Topic Reply on this. 😕
In all honesty I’ve not checked how they marry up but, part of the point is to weight the calls in the subs favour. So basically the subs get primary listing and, ultimately, maximise the chance of them getting the work.
With that comes more feedback, the ICS bit, which should lead to better scoring and so they become prime targets for manufacturer service etc.
It is conceived to weight things massively towards the subs and to the people that do the job right. If it wasn’t then there would be little point in asking the subs to fund it.
However, I can tell you that repairs@ is getting some attention and not just from within the industry but also from consumer.. err.. people. 😉
What I want is to maximise the impact that we can have as well as stay in front of everyone else, where IMO we should be… always. Thing is, we have the means to do it, it’s only the will that we require to use the collective funding to get it done. Don’t get me wrong, we’d be taking a punt as ever, but nothing ventured…
repairs@ is still, IMO, in its infancy. We’ve only scratched the surface of what we can do with it and even doing this I’m not done by a long way, but baby steps first. All I’ve gotten so far is the basic premise there, nothing more, I always wanted to expand on the idea.
With the massive use of the internet (and growing) I want to put the guys on UKW in the market leading position and stay there in this new era.
I like a challenge. 😉 😆
K.
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