internalinterview
Tech Data After-Sales Management (ASM) services provide you with a slick, smooth and
efficient way to deal with any issues that you might have once you have placed your
order – Newsflash spoke to Ashley Woodage, Customer Services Manager for Returns at
Computer 2000 about the system and how it works.
Ashley Woodage
Customer Services
Manager for Returns at
Computer 2000
O
ne thing that no-one wants is a product that does wrong. That’s what ASM is there for – it makes life easier
not work. But DOAs happen – it is just a simple for the customer, saves them time and enables them to
fact of life. While IT products have become more provide an improved service to their own customers.’
robust and reliable over the years, there is always going to
When you receive a product that is not in working order,
be the potential for goods to be affected in transit or to
or something goes wrong with an order – such as the
simply not work when they arrive on your doorstep.
wrong quantity or the wrong product being delivered, in
When this happens, it is in the interests almost every case, the quickest way to resolve the query
of everyone for the product to be will be to log-on InTouch and go into to ASM. You can
returned and replaced as quickly as enter either the purchase order number or invoice number
possible and at Computer 2000, the you are querying and the details will come up straight
swiftest and most efficient way to make away. You then simply select the relevant line item and
that happen is to make use of the new follow the instructions to process your return. You can also
Tech Data After-Sales Management put in a request for an advanced replacement at this stage.
(ASM) system.
This process usually takes only a few minutes and, because
ASM was first introduced around March it has been designed to capture all the information in one
last year and has made a significant pass, this will mean that you don’t have to keep going
difference to resellers, says Ashley back to the system to key additional information or make
Woodage, ‘Quite simply, ASM numerous phone calls or send a series of emails in order to
makes it easier to do business with get the process started. In many cases, once it is submitted
Computer 2000 and it’s certainly having on ASM, the return will be authorised immediately and
a very positive impact’. for all returns that can be processed by the system, in less
than a day.
Getting the job done
The system has been developed Fast and accurate
specifically to address the things that
This speedy acknowledgment is crucial says Woodage, as
matter most to resellers on returns –
it means resellers know exactly where they stand much
namely, to get the job done quickly,
sooner – and can spend more time focusing on their
accurately and with as little effort and
customers instead of chasing up requests.
time as possible. It has many more
Under the old system, pretty much every query or request
useful features than the previous web-
would require some kind of interaction between the
based system, Returns Online, and
reseller and the returns team. The average time in which a
makes life much easier for everyone,
return would be accepted and acknowledged was just over
says Woodage.
two days, so using ASM can save you a significant amount
‘ASM really is a one-stop-shop for all
of time, Woodage notes. ‘We know that our customers
after-sales queries. When you look at
want to spend as little time as possible processing a return
what resellers want from a distributor,
and that’s what ASM is designed to do for them. Under
it’s really quite simple. They obviously want a good choice
the previous system it did take more time and it was more
of products and good levels of stock but they also want
difficult to track a return. With ASM, entering and
great service and support – especially when things go
processing a return is much faster and easier.’
24
Call your Computer 2000 Account Manager on 0871 880 3333
Computer 2000 Website www.computer2000.co.uk
01/10
Don’t forget tag sale opportunities – call the Supplies Team on 0871 880 3200
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