We've had
lots of discussion about WN's
lack of email customer service. Today we have news on its long-awaited implementation.
Daryl Krause, WN's SVP of Customer Services, announced at Media Day that email customer service will go live in early 2009. It will be part of a complete overhaul of the customer relations process.
Hiring and training to support this effort is occurring now.
The new infrastructure is built upon Siebel CRM, and the aim is to be paperless. Snail-mail communication will be digitized by a third-party vendor and imported into the Siebel system for handling.
They are aiming for 48-hour response times on 80% of customer communication. The remaining 20% that require more in-depth research will have a 30-day response target.