Colgate-Palmolive – Reference Manual

Rapid Product Information Access
Colgate-Palmolive asked SpectraCom to help them to improve the efficiency and accuracy of their customer support call center personnel.  SpectraCom responded by providing our Web-based Reference Manual application, customized to their specific call center requirements.   While the need to support consumers is a constant, the cost to provide accurate, timely information is consistently rising.  Further, the need to provide information that is on-message, accurate, and helpful is a minimum requirement for CPG manufacturers.  SpectraCom has harnessed our expertise in usability and application design to create an application that addresses these needs while reducing costs by increasing call center accuracy and efficiency.

Multi-Nation Product Support
One of the custom requirements presented to SpectraCom in the course of designing the Reference Manual application was the need to provide separate sets of information to accommodate products that are available in certain countries and in a style that meets the regulatory requirements specific to each nation.  Call center personnel provide customer support to consumers in each nation on an as-needed basis; to address this need, SpectraCom provided a one-click means to switch between product information for different countries, along with visual cues to help call center personnel know instantly that they were accessing the right information for the call.

Product Knowledge Communication Tool
As products change, new products are released, and old products reach the end of their lifecycle, one of the major challenges that faces call center management is ensuring that personnel remain informed of the latest news about the changing product offerings.  The SpectraCom Reference Manual provides call center management with a tool to provide the latest news, product updates, and other important information immediately, within the tool their customer support personnel use throughout their workday.  This Product Knowledge Communication Tool provides categories for different types of information, from new product alerts to breaking product news when and where it will make a difference for the company.

Summary
The SpectraCom Reference Manual application helps to improve the overall customer experience by ensuring that customers receive correct information quickly, as needed.  The Reference Manual helps our client by reducing their costs for training replacement personnel, reduced time per call, and increased satisfaction of their customers—all in a day’s work for SpectraCom!