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All About Spam for Lotus Notes and Domino Users | Consulting Experience History
Club Med
The Task
Club Med needed to manage the complaints received by its Consumer Affairs Department in a more efficient manner than was possible with the Wang system in use. The department is charged with responding to member complaints in a courteous manner within two weeks of receipt of the complaint. In addition, the type of complaints received and the average response time must be tracked and analyzed for management reporting purposes to assure better quality vacations for clients.
Our Solution
Club Med desired to achieve the described increase in effectiveness of this function through the utilization of shared database technology.
MayFlower implemented a multi-user networked software system, with IBM compatible personal computers as workstations, running on a Novell network. The system requirements were based on a prototype which we developed and that the Consumer Affairs staff reviewed.
| Benefits
The MayFlower Complaint Tracking System shortened response time to as little as one hour. An added benefit was the ability to internally track problem resolution steps in Club Med locations worldwide.
All staffers were able to inquire into any client's history in a shared database.
Customer responses were more immediate and consistent in quality. Management could track activity in the Consumer Affairs Department, to highlight trouble areas for pursuant action.
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