First-rate Service Mechanisms to Ensure Customer Satisfaction in the Internet Era

Speed－Value－Innovation

　DSC is committed to fulfilling the role of valued e-enablement partner for its customers. As a leading player in the information services industry, DSC has a responsibility to maintain the highest standards in this area. DSC is constantly expanding its product range, in terms of both depth and breadth, while seeking to provide customers with total solutions for e-enablement (from ERP through to ERP II ). We know that our customers want comprehensive service both during and after the process of e-enablement, and that we need to provide them with rapid, efficient service. With a corporate philosophy based on “Speed – Value – Innovation”, DSC has provided information system deployment services for more than 14,000 enterprises over a period of 20 years. In the process, DSC has built up a wealth of expertise and know-how that our competitors cannot hope to match. DSC attaches particular importance to the speed with which it responds to and solves problems; we know that the efficiency with which problems are dealt with is a major factor in customer satisfaction. At the same time, DSC is constantly exploiting new breakthroughs in technology to develop innovative new services, ensuring its status as a valued partner for IT management and knowledge management.

　Service is the embodiment of a company's intangible assets; it is the main source of competitiveness for a business enterprise in the 21 st century. DSC will continue to build on its existing mechanisms, expanding the scope of its service provision to create Taiwan's largest software and information services network. DSC's vision is to provide enterprises with powerful, stable information exchange platforms, contributing to Taiwan's development as an Asia Pacific Regional Operations Center; we will be thinking globally, while at the same time keeping our roots in Taiwan.

◎A 24-hour e-Service Platform

　Responding to the exponential growth of the Internet and the rapid pace of development in information technology as a whole, DSC has reorganized its service facilities to create an e-Service Platform capable of providing real-time service in a world where the Internet is making national boundaries increasingly irrelevant. E-Service architecture requires that service value be appraised from a customer-oriented point of view; the foundation for e-Service provision is the integration of Customer Relationship Management (CRM) with Computer Telephone Integration (CTI), supported by call centers. The whole division of labor is completely reorganized in order to be able to provide service for entire business processes, covering marketing and sales, hotline service, online guidance and project monitoring, management of projects that the customer has outsourced, and Web services (including registration for online training courses, 24-hour FAQ service, product updates, etc.). With e-Service, DSC can ensure that customers' needs are met anytime, anywhere.

 

◎A comprehensive, systematic service system

　　In addition to system planning services and a comprehensive product line, DSC also offers a full range of hybrid service-type products to meet enterprises' e-enablement needs. Data Services provides first-rate service for every stage in the e-adoption process, helping to ensure successful e-enablement. 　　

 

Rapid, effective system deployment methods

　The deployment of a new system is a crucial stage in the process of e-enablement. It requires effective e-adoption planning and execution, as well as continuous review. Coordination and ongoing improvement are vital if the benefits of the new information technology being adopted are to be enjoyed within the shortest possible space of time. Getting new systems up and running quickly and efficiently is thus a basic precondition for the achievement of e-enablement objectives. DSC has accumulated a wealth of experience in helping customers to bring new systems on-line. Statistics show that, on average, it takes DSC only around three months to complete the deployment of a new system for medium-sized enterprises, approximately six months in the case of a large enterprise and only about one month for a small enterprise. From the customer's point of view, the length of time taken to bring a system on-line is one of the simplest and best indicators of e-enablement performance; DSC's ability to complete the deployment of new system so quickly is one of the main factors behind the enviable reputation that the company enjoys.

◎Guidance Procedures for System Deployment
  1. Standardized consulting and guidance procedures.
  2. Ongoing monitoring through customer satisfaction surveys administered to guidance recipients.
  3. Expert consultants provide guidance (through both documentary measures and progress monitoring) throughout the whole process of system deployment, helping to ensure that e-enablement proceeds smoothly.
  4. Comprehensive guidance reports, constituting a detailed record of the guidance process.
  5. Establishment of an internal knowledge base to facilitate the provision of rapid, effective assistance by DSC's advisors.

Perpetual Management｜R&D Capability｜Service Network｜Location of Offices｜Satisfied Customers｜The Future｜Product Line｜finance