• Downloads of manuals etc
• Booking service calls
• Complaints handling
• Consumer self-help
• Warranty registrations and claims
• Spare parts ordering
• Intranet

Downloads of manuals etc

When the US car manufacturers collaborated on a common website, one of their achievements was to put car repair and spare parts manuals on-line. They saved literally millions of dollars in print and distribution, while users got for free information they previously had to pay for; they got it faster, it was more up to date, and they could choose just what they wanted. Win win.

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Booking service calls

Instead of clogging up your switchboard 9 to 5, give your clients 24/7 freedom to choose for themselves the available time that best suits them and book it immediately. Win win.

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Complaints handling

Complaints are easier to deal with the sooner they are dealt with.

If a complainant gets trapped in your system the frustration of trying to get heard can brew a minor problem up into a major incident.

In our experience, giving clients an immediate outlet via web (and even Twitter), followed by a fast acknowledgment, can dramatically reduce your time and stress cost dealing with complaints - and customers are happier. Win win.

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Consumer self-help

Help desks are expensive. Many service calls actually result from misunderstanding or lack of information. Your website can help solve both problems, by providing extensive self help information and, even more powerfully, by hosting a user-driven self help forum. Consumers just want quick, practical answers and your website can deliver them at lower cost. Win win.

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Warranty registrations and claims

Consumers hate filling in and posting warranty cards, but they don't mind so much doing it on-line. Offer a reward (an e-book of creative uses for the product, extended warranty, discount coupons) and most will be quite happy to do it. You'll get valuable marketing information and contact details you can promote to. Win win.

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Spare parts ordering

Consumers hate traditional spare parts systems. Prices are high to cover handling and stocking, sometimes the part is not in stock anyway - and too often they end up with the wrong part. Web-based parts ordering can reduce your stock, warehouse and staff needs (so you might be able to lower prices) and you can use pictures and diagrams to improve ordering accuracy. Win win.

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Intranet

Only the smallest businesses can get buy without some kind of internal systems, such as booking holidays, applying for travel reimbursements, requisitioning equipment and so on. And most businesses have internal policies and guidelines, not only for their benefit but for safety and legal reasons.

Getting all this stuff on line via an intranet (which can be just a password controlled section of your website) reduces management time, improves consistency and makes it easier for staff to comply. Win win.

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Call Glide for a review of how you can get operational benefits from your website.