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Editorial Viewpoint From a Customer's Perspective |
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Spotlight On Bank of the West |
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Case Study Atmos Energy Heats Up... |
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COVER STORY Commerce Intelligence Solution Identifies High-Potential... |
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NEWS REPORT 2006 Initiatives Enhance Content, Speed, Ease of Use... |
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NEWS REPORT Research Offers Insights on Consumer Adoption and Use of Online... |
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NEWS REPORT Account Support Team Refocuses and Expands Customer Service Commitment |
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NEWS REPORT Debt Know How Program Provides Valuable Resources for Consumer Debt... |
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NEWS REPORT Ignite Adoption and Usage with Electronic Version of Consumer Online Bill Payment... | |
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INDUSTRY INSIGHTS Q&A with Dan Schatt |
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NEWS REPORT 
Account Support Team Refocuses and Expands Customer Service Commitment |
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| New Structure Promotes Proactive Support | ||||
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At MasterCard RPPS, customer support has always been an integral, high-priority component of our offering, and we've successfully delivered the quality support our customers expect. In the most recent customer survey (see box below), fully 100% of responders indicated their satisfaction with MasterCard RPPS Operations and Customer Service, with 81% saying they are "very satisfied." Nonetheless, our goal is to continually enhance and elevate our customer support. To this end, we reorganized our support structure last summer to shift product operations to the Product Support Team, and customer support to the Account Support Team. "Previously, our product support and customer support functions were combined in one group," says Lisa Sims, senior professional, MasterCard RPPS Account Support. "The same staff was performing both sets of functions. "We wanted our customer support function to have a tighter focus on the customer so that we're not only responding to incoming requests for technical assistance, but also taking a proactive role in helping our customers grow their business," she says. "That proactive emphasis is what you see both in the team's new customer education programs and in our initiative to refresh all biller data contained within the biller directory." (see related article) Owning customer satisfaction The Account Support Team has fullresponsibility not only for the management and resolution of all customer-initiated requests for service, but also for the development and delivery of new and ongoing customer education. Account Support also helps shape the future of MasterCard RPPS by collaborating with our user groups and providing voice-of-the-customer input to product development initiatives. "Account Support has a far more active and customer-centric role than the team of the past," says Sims, "and our customers will benefit from the reinvigorated and more-focused support strategy that the team represents." For more information For more information on the Account Support Team, please contact Lisa Sims at 636-722-7236. For customer assistance, please contact MasterCard RPPS Account Support at 800-207-7605 or rpps_helpdesk@mastercard.com.   |
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