Making the customer's case

The Army's new customer management system is expected to help personnel

get quicker service and better answers from the Military Traffic Management

Command. The system's database will provide answers to frequently asked

questions, detailed scripts that solve common problems, transportation information,

references to regulations and policy, hardware and software information,

and a log of all reported problems.

Initially, the command's subject matter experts in functional areas

such as freight, passenger, personal property and ocean cargo will fill

the database with relevant information. Once the system is up and running,

the information will continue to be updated by qualified personnel. In addition,

customer information will be continually updated by the customers themselves

as they contact the command for assistance or by the system as it tracks

customer activity on the Web and what questions they ask.

The system will create customer profiles that will be shared by each

of the various functional areas within the command so that every customer

support representative will have access to information about past problems

a customer has had and the solutions that were offered. Furthermore, a standardized

list of problems and solutions will mean that no matter whom a customer

talks to, the answer is the same.