Delwarca Case Study

Collin Kearney

Opts. 480

Case 1.1|Delwarca

In reviewing the Delwarca Software case there are many internal issues that are affecting this company from further growth, especially in the Remote Support Unit. Currently they are experiencing some serious problems with customer service surrounding talk and wait times with customers. Jack McKinnon has tried to resurrect the program by implementing the Rapid ID Procedure but as of now it has not helped as more and more customers are becoming angry with the staff at Delwarca. The customers are currently dealing with long wait times to reach an associate, and if the associate cannot resolve the problem they have to wait further to talk with a senior associate. Without a lot of money, McKinnon has to re-work the current issues and improve them. His boss stated that you can fix any customer service problem with a lot of money but that won’t be available for this issue.

The Rapid ID procedure looked to remove 1 FTE from the associate level and hire 2 part-time ‘Directors’ that would direct the calls from customers to either an Associate or a Senior Associate depending on the problem, or the customer could request a Senior Associate right away. In very rare cases customers could be directed to Delwarca’s Critical Support Unit, but in this case we are going to assume that the number of customers being transferred to the CSU does not have a large impact on the situation at hand. After the calls were directed to their appropriate person, they would be resolved if directed to a Senior Associate and forwarded on from an Associate to a Senior Associate if it could not be resolved.

After the Rapid ID Procedure was implemented, Delwarca saw a decrease in some aspects of their procedures. With adding a ‘Director’ to direct customers to the appropriate associate they saw a decrease in both the wait and talk time with associate. Overall it reduced the total time from 66.8 minutes to 41.5 minutes, which is a 37.8% decrease. They...