TJ Maxx needed to manage their incoming help calls from their 500 stores. These calls concern equipment problems in the stores, such as the point of sale registers. A staff of 20 people supported their stores.
MayFlower implemented a Lotus Notes based Help Desk to track incoming calls for users. The major features of this system are:
- Tracking an unlimited amount of calls per month
- Call retrieval within one second, by store or incident number.
- Call and store information displayed on one screen for ease of use and efficiency.
- Minimized user input via automatic call numbering, date, time, and user name "stamping" into the call file.
- Call Routing (or call swapping) among staff or to a problem specialist.
- Ability for TJ Maxx to quickly review the activity of each staff member of the Help Desk.
- Help windows for assistance with store numbers, problem types, and problem codes.
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The system helps TJ Maxx management to better understand its problems with equipment in its stores and coordinate vendor service calls. Many routine calls are handled by the Help Desk, eliminating the need to contact the vendor. Exact counts of service calls made to the vendor are available for review of service contracts with vendors. These counts enable TJ Maxx to control this cost, while offering an overall higher quality of service to stores with problems.
Management reporting gives an accurate picture of the amounts and types of problem calls occurring in the stores, spotlighting trouble areas before becoming critical.
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