Softline Solutions Case

Their message to consumers is “its so soft” and they have promoted this message from the beginning

They did have some weaknesses. Their SQ rating was consistently 5, below the industry average of 6. Company F, the game winner, had an SQ rating of 8. They did not offer free shipping with their Internet orders. I consider this a customer service weakness; however, their retail price point was very low, and this did not seem to impact their sales numbers. Celebrity appeal was sporadic at best, with several years showing no celebrity endorsements.

Better Business Bureau – a system of nongovernmental, independent, local regulatory agencies supported by local businesses that helps settle problems between customers and specific business firms.

They realize that each project is unique and cannot be done to any formula. That is why they offer hands-on customer service and design. They want to build an on-going, long-term relationship with each client.

We recommend investing in the Web-Based Customer Portal. The expected high financial rewards with net present value of $346K and 41% IRR within five years (see Exhibit 1) are the main motivators. Based on our market research, we believe the high revenue would come from an expanded customer base, increased order frequency/size and reduced costs. Going beyond the financial rewards, the strategic impact of the project is not only to increase our penetration rate and customer service quality in the short run, but also to enhance

Consumers filed complaints regarding the disputes and complaint procedures (Ferrell, Fraedrich & Ferrell, 2015). BBB were charging high rates for its disputes and resolution services. This discredited the consumers as most could not respond due to high rates (Ferrell, Fraedrich & Ferrell, 2015). Furthermore, lack of responses led to the case being closed and marked as

Additionally, the Better Business Bureau file for Leaders Merchant Services shows that they also have 21 separate consumer reviews from people who have reported having negative experiences with them. This is in addition to their existing complaints. And the one last issue we want to mention is that the BBB website states that they reached out to Leaders Merchant Services regarding this negative pattern of allegations and asked what steps they were taking to correct and/or eliminate the underlying cause of this trend, but Leaders did not respond.

We need to provide excellent customer satisfaction to ensure that the customer is happy and that we can get recommendations from the work we have done. We want to continue to build up our reliable customer base from which we know approximately 60% is purely from recommendations so customer satisfaction is crucial to move forward the business.

There are a handful of advertising and sales issues, as well as one complaint regarding a delivery issue. The disturbing thing about these complaints is the fact that only 22 of them are listed as being resolved to the satisfaction of the complainant. Most of the billing and collection issues are involving the customer not being able to cancel their services as they continue to be billed for services they have tried to cancel. It appears that involving the BBB does eventually prompt the company to respond with a cancellation and full refund of any amount that was paid after the initial cancellation date. However, we feel a customer shouldn't have to resort to launching a complaint with the BBB in order to get results and that The Company Corporation should attempt to correct this issue that continues to blemish their

If you aren't in business, you may have no idea what the BBB is, but if you are, it is either something you love or are terrified of. The better business bureau is an organization that analyzes just about every single business that is in operation, regardless of how big or small they are. This gives other people an understanding of how reputable you are and whether or not they want to do business with you, which is why your score is incredibly important, despite whether you like the bureau or not. If you have shady business practices, engage in any sort of illegal activity that gets reported, or flat out do not do good business, your BBB score is going to suffer and anyone that wants to find that information is going to be able to find it. When business deals are made between several companies, the first thing they are going to do is look up their BBB score to size them up. A lot of places won't even talk to you if you have a low BBB score, which can be a great thing and can be a bad thing at the same time.

The BBB is founded on the principles of self-regulation through conceptual guidelines of ethical behavior provide by the BBB itself. However, the case study paints a different picture of how ethical the BBB organization is as a whole. Taking a step back, I find the Better Business Bureau does, in theory, try to uphold standards at which each company participating can better serve their customers. Unfortunately, with the issues of unethical behavior presented throughout the case study, it is hard to determine if the BBB is a force for positive change or a force for selfish gain.

Advantages – Currently, the costs incurred by IT are within the 1.5 of sales target. The help desk has been outsourced and this is working well. Outside consults have been used in the

Customer service is an important factor to increase sales in almost all industries. Broadstripe, a small provider of cable, Internet, and phone services saw it as a solution to increase sales as their company was filed for bankruptcy protection in early 2009. To improve the customer service experience, Tony Lent, Chief Commercial Officer at Broadstripe, launched a 60-day MBG offering

Our mission is to help each client’s business, to reach our goal, our purpose and make every business man happy with our best products. We have the best possible worldwide. We had people working to our company to the highest of any company in the world. We guarantee that every Client that comes into play is happy with our product they use. We assure you your beauty and ease of work is our wish. That’s why we are providing software that is integrating all CRM, Accounting, Marketing and Shipment categories in one product on the lowest prices comparing with any Cloud

Quest Software offered around 25 different products, with some of the functions offering products relevant to Precise.