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Client: A book, tape and seminar business with superior customer service.
Problem: How to handle all the wonderful requests coming into the office! (This is a good kind of problem!)
Solution: A streamlined customer relationship management system. Angeles Arrien, of Sausalito, CA, is a highly regarded author, teacher, and cross-cultural anthropologist with a busy schedule of writing, teaching, workshops, seminars, and public appearances. Her capable office staff handles a prodigious workload of requests, book and tape orders, appointments, seminar logistics, and scheduling issues through a system of FileMaker Pro databases supported and maintained by Micro Computer Consulting since 1994. Every communication that comes into her office by phone, letter, fax, email or personal visit is logged into the new customer relations management system and receives an immediate response that is appropriate to context, gracious, and usually even inspiring. These responses are generated, supported, or facilitated by a FileMaker Pro database system that makes it easy for office staff to see the complete history of each client's interaction with the office, and therefore easy for them to generate the best, most appropriate response in a short amount of time.
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