Customer Service and Support for the Electronics & High Tech Industry

As they grapple with the challenges of a dynamic and fast-growing industry, electronics and high-tech companies find that providing superior support and service to their customers has become a major determinant of market leadership.

Yet, recent Accenture research shows that few electronics and high tech companies excel in this area, leaving them vulnerable to competitive advances and customer defections.

In response, Accenture has developed a suite of offerings in Customer Service and Support, part of Accenture High Tech Solutions, which help electronics and high-tech companies address the most important service areas including:

• Online customer support
• Customer contact
• Warranty management
• Field service
• Onboard diagnostics

By integrating these functions into a complete Customer Service and Support Framework, Accenture helps clients address critical customer-related challenges.

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By working with Accenture to adopt such capabilities, several leading electronics and high tech companies—including EMC Corporation and BEA Systems—have dramatically reduced their cost to serve customers while significantly improving the customer experience and customer satisfaction. In the process, these companies have illustrated what Accenture's ongoing research has revealed: bolstering one's ability to connect with and retain profitable customers is a key stop on the road to high performance.

Accenture uses a proven approach to assess our existing customer experiences and develop roadmaps for improvement. We begin by gathering customer expectations and satisfaction levels, then analyze that data to engineer customer experience blueprints and future operating models that support the delivery of the optimal customer experience.

Our end-to-end view includes such critical elements as customer contact, self-service and online support, field service, onboard diagnostics, warranty management and content management.

Accenture High Tech Solutions are based on our most innovative engagements from around the world. Accenture uses proven customer service methodologies and best practices from across the industry and carefully tailors these proven solutions to individual client needs. This enables Accenture to offer innovative, best-in-class customer service solutions that are also more effectively planned, delivered, integrated and supported. Our Services include:

• Customer contact
• Self-service and online support
• Field service
• Onboard diagnostics
• Warranty management
• Content management