Sacco Case Study

SAMCO Inc is one of the best companies that has perfected in provision of heavy construction machinery repair and replacement. It receives orders of replacement of mechanical parts of these equipments from companies dealing with construction of real estate as well as in construction of roads and other similar work. This therefore makes this company to have a long list of customers who come for repair or replacement or even genera service of their machines.

The company has invested heavily in its operational and technical area and has done very little to address its customer care department which has resulted in dissatisfaction of customer when it comes to placing orders or making general enquiries. Our team has carefully gone through the whole

This is will make the company to maintain its existing customers while at the same time acquire new ones due to customer care effectiveness. This therefore has caused a significant inefficiency in the company relation with its clientele.

There are some few recommendations that the system design team has come up with which is expected to offer solution to the problems above. The first thing that needs to be addressed is the shortage of customer care agents by hiring new personnel. The new customer care agents should have skills in diverse in languages they can speak to make the company friendlier to those customers who speak in other languages. In case there are seasons where there is a huge number of clients interested in company services then the company should have a list of part time customer care who are called and contracted

The team has also recommended better remuneration of the customer care staff since they play a very crucial role in the company. They should be properly motivated through bonuses and better pay which will eventually increase productivity of these