Customer Service at Datatronics

Customer Service at Datatronics

Datatronics is an organization that serves their customers with Enterprise Resource Planning integrated solutions. Their growth is mainly attributed to acquisitions of smaller competitors. E-Z RP was such a company that despite its inferior size compared to Datatronics was able to succeed and outperform Datatronics on grounds of customer service and customer satisfaction. Datatronics recognized the fact and acquired E-Z RP with the aim to improve in that respective area. Just as it is the case with most acquisitions, job uncertainty at E-Z RP came into question when the acquisition was announced, however, all of the employees were able to remain employed. The issue was that most of the positions E-Z RP staff were holding at E-Z RP were no longer in demand and so they were rather integrated into the Datatronics culture based on the corporation’s needs rather than what the individuals were trained to do and what they do best.

Matt, who was the head of the E-Z RP development team, lost his position through the acquisition and was appointed to manage the Datatronics customer service center instead – a calling he wouldn’t know much about. After observing the Datatronics customer service center as the newly appointed manager, despite his inexperience in this field, he quickly noticed deficiencies, which he openly brought forward to his new boss, CIO Joel McGivern. Joel was cautious about the idea of improving customer service through increased spending, however, he was receptive to the idea that improvements need to be made.

Following is a SWOT analysis of Datatronics as an organization in general and the way they currently operate. Handling of the acquisition and Datatronics’ new environment was taken into consideration while the analysis was performed.

Strengths:

• Financial power

• Wide range of products

• Newly acquired power of knowledge on how to improve customer service

• Sound acquisition decisions through clear vision...