18
Nov

siempre se comenta que para obtener el máximo valor de las tecnologias es importante alinear las TIC con el negocio y de esta forma optimizar recursos, ofrecer mejores servicios etc. Y estos beneficios se demuestran principalmente con la calidad de servicio que se ofrecen a los clientes. Muchas veces al final se demuestra que la gente de negocio no entiende la filosofia del uso de determinadas herramientas y su impacto en los procesos.  Estoy preparando un caso de malas prácticas y falta de alineamiento de la estrategia de negocio y el uso de TIC, en este caso un CRM, y como tal voy a usar el caso de IBERIA. IBERIA, la empresa que tiene como objetivo la orientación al cliente y que su opinión cuenta, eso si cuenta 300 caracteres, no se si es porque quieren que el cliente aprenda a hacer sudokos de texto para reclamar o por un problema gravisimo de anafalbetismo de sus empleados de atención al cliente que quizás solo pueden leer 300 caracteres (Iberia debería mirar su plan de formación, quizás necesiten aprender a leer al minimo unas 1000 palavras para no pedir mucho…) comete algunas malas práticas en el uso del CRM y de las TIC y la atención al cliente:

1 – aunque Iberia usa su site para reservas etc. y presume de estar a la innovación en el uso d elas tic, a la hora de responder a los clientes usa el correo tradicional enviando cartas en papel! Esto demuestra que realmente no tiene una estrategia del uso del CRM y sus canales electronicos, al final usa los métodos anticuados. Cosa rar ya que si sabe usar el email de sus clientes para enviar publicidad, información sobre vuelos etc. será que es tan complicaod usarlo para responder a los clientes?

2 – otro grave error de la atención al cliente de Iberia es que nos obliga a ir a su pagina Web para gestionar todo lo referente a sus servicios, pero eso si, la gerente de atención al cliente cuando envia una carta no pone ninguna forma de contacto electronico, ni siquiera un telefono ni nada, el unico contacto es el telefono de pérdida de equipaje, ¿será que para Iberia atención al cliente significa pérdida de equipaje? Tener una cuenta de email es de lo más sencillo, además esto demuestra que realmente no le importa lo que piensen los clientes pues no de la oportunidad a responder usando el mismo canal que el cliente ha usado para reclamar. contradicciones y mal uso y implantación de los canales de comunicación. Además Iberia deberia pensar que al no tener esta oportunidad de contacto, los clientes van a usar blogs, foros etc. que es mil veces peor a nivel de comunicación y tienen un mayor impacto en la imagen de la empresa. aqui teneis un ejemplo de un cliente que ha usado un blog: http://www.amiexpat.com/2008/01/17/do-not-ever-fly-iberia-airlines/

estos casos paradigmaticos de la atencion al cliente y uso de las TIC las discutiremos en el caso Iberia, desde ya Iberia está invitada a venir a la clase de discusión del caso, y si quiere, delante de todos nos comenta su estrategia en relación al cliente.

Comments

Jorge Díaz Bes November 19, 2008 - 3:16 pm

Totalmente de acuerdo contigo José. A los clientes nos resulta especialmente frustrante cuando para comunicar con la empresa se nos fuerza repetitivamente a utilizar un canal genérico de comunicación. Me refiero por ejemplo a tener que llamar siempre a un único número de atención al cliente y pasar una y otra vez por las mismas preguntas e ineficientes procesos de CRM, tal y como ha sido mi caso en averias con jazztel o problemas de portabilidad con Simyo y Pepephone. Afortunadamente los clientes del sigo XXI tenemos Internet para hacernos oir.

jose esteves November 19, 2008 - 3:22 pm

lo que resulta extraño jorge, es que en el caso de Iberia, la empresa te obliga a ir a su pagina Web para poner la reclamación, es decir ellos obligan al cliente a usar un determinado canal, pero despues no usan el mismo canal para responder, lo que es totalmente contradictorio! y como tu bien dices, los canales genéricos están totalmente obsoletos, al reves, multicanalidad pero customizada a las necesidades de cada cliente…y además es el cliente que debe eligir el canal no la empresa, una vez más demuestra lo que importa a Iberia sus clientes. Finalmente y absolutamente de acuerdo contigo, una vez se muestra que la sociedad y los clientes van por delante en el uso de las tecnologias en relación a muchas empresas, asi que dejemos de decir que la sociedad no está preparada, quien no están preparadas son muchas de las empresas.

Ignacio González November 22, 2008 - 9:55 pm

José,
Al igual que te he comentado en un artículo sobre Telefónica, creo que deberías ser algo más prudente en tus artículos. Al fin y al cabo, al amparo del buen nombre del Instituto de Empresa, estás perjudicando la imagen de una corporación, en este caso Iberia.
Pero aparte de eso, en este caso concreto, quisiera hacer alguna puntualización adicional. Antes advertir que no conozco la eventual estrategia CRM de Iberia ni cuanto presume o deja de presumir de ella. La única experiencia que tengo al respecto es que debo haber utilizado un par de veces la reserva por Internet y no tengo un especial recuerdo de experiencia positiva ni negativa.
Pero creo que, imprudencias aparte, una severa limitación de tu artículo es que, aparentemente, reduces CRM a una estrategia de relación multicanal (entendidos los canales como canales de comunicación). Los errores que apuntas y que, en efecto, parecen errores, son sin embargo, algo minúsculo en una estretegia o una implantación CRM. Tal vez Iberia haya priorizado la mejora de la automatización de los procesos comerciales o la segmentación fina, dando menor importancia a la relación multicanal; tal vez, se encuentre a mitad de implantación; tal vez haya realizado un análisis coste-beneficio y haya decidido no desarrollar más su aproximación multicanal, tal vez sean sólo pequeños fallos…o tal vez no tenga estrategia CRM en absoluto.
Pero los síntomas que apuntas, aún reconociendo insisto, que son errores, me parecen evidencias muy débiles como para acusar a una empresa como Iberia de falta de estrategia CRM o falta de alineación de sus TIC con el negocio.

Jose Esteves November 24, 2008 - 2:13 am

Vaya no me digas que ahora por estar en el IE no podemos de hablar de algunas empresas, no me digas que son intocables? curiosamente si te vas a Google mucha gente habla de ellas, asi mismo en los varios análisis de calidad de servicios no salen muy bien paradas tampoco…
el IE es una escuela de negocio y tal como cualquier otra escuela dle mundo, se hablan de buenas y mejores prácticas de negocio, lo importante es que en cada caso que se analize se haga con el intuito de aprender. Y segundo no soy yo que prejudico el nombre de Iberia es la propia corporación que lo hace, cuando no trata de forma adecuada sus clientes en los cuales me incluyo yo. Y si te fijas tanto en el caso Iberia como Telefónica solo comento noticias y sus prácticas, el dia que me desmuestres que yo me he equivocado pues seré el primero admitirlo pero hasta ahora en estos casos no ha pasado. Felizmente trabajo en una escuela donde tengo libertad para opinar y comentar los casos que desee y lo hago con todo el rigor academico y profesional. usamos casos tanto de éxito como de fracaso, de muchas empresas, y nunca nadie hasta ahora lo ha criticado pues todo lo que comentamos está documentado y basado en datos, etc.
En relación a Iberia, dices que no sabes su estrategia de CRM y su orientación al cliente, no es mi caso, que me he documentado, he analizado los datos, he hablado con los proveedores de CRM de Iberia, y aún más, como cliente tengo varias pruebas de como funciona el atención cliente.
Como aparentemente no estás informado de la implantación de CRM en Iberia, desde ya te invito a que vengas a mi clase. Cuanto a Iberia hace tiempos que a implantado sistemas CRM, incluso tiene varios, de varios proveedores dependiendo de los diferentes datos y servicios que quieras analizar. Asi que no está en una fase embrionaria como tu comentas, y como te digo los errores que comento no son menores, es un error grave en lo que se denomina atención al cliente, no se lo que tu sabes sobre CRM a nivel de filosofia de gestión pero los errores son graves. leete de nuevo los errores que he comentado y verás que el problema no reside solo en el canal, pero en la forma como Iberia trata a los clientes que es algo distinto! Y finalmente, una empresa no debe prioritizar la mejora de automatización de procesos como tu comentas en detrimento de un mal servicio a sus clientes, eso es error grave de gestión. Nunca jamás se debe intentar automatizar para prejudicar otros servicios, eso es otro errror grave del uso de TIC, pues al final trae mas problemas que beneficios asi que tu ROI, o coste beneficios no sale las cuentas como ves…
Una vez más Ignacio, sabes mi email, estás invitado a que en persona discutamos el caso Iberia, incluso te puedo mostrar más datos y toda la documentación que tengo.

Ignacio Gonzalez December 1, 2008 - 10:11 pm

José,
Como te decía en mi último comentario (si, ese que HAS BORRADO), no tenía intención de volver a comentar un articulo tuyo.
Y no tengo intención de hacerlo pero es que, claro, has tenido ‘el detalle’ de BORRAR mi ultima respuesta.
No me parece justo que, por la fuerza, te adjudiques la posibilidad de la última réplica. Visto esto te pido una última cosa: por favor, BÓRRALO TODO. Es decir, borra todos mis comentarios (incluido este) y tus respuestas. Es decir, te pido que borres los comentarios 3, 4 y 5 de este artículo y los comentarios 2 y 3 del artículo sobre Telefónica. Seguirá siendo CENSURA, pero al menos no te reservarás el derecho al último turno de réplica.
Y tranquilo, que si haces eso, no te volveré a importunar en este blog.
Eso sí, ya me pensaré si, por otra vía, hago llegar una protesta formal al Instituto de Empresa por el imprudente contenido de tus dos artículos y por la forma en que has ‘acogido’ las críticas.
PD: No sé de dónde obtener tu mail.

Pablo M December 2, 2008 - 12:32 am

me parece una falta de etica que alguien intente prohibir que se hable de algunas empresas, lo que deberían hacer esas empresas as aprender de los comentarios que le hacen y mejorar sus servicios,
y curiosamente ignacio tu eres gerente en Telefónica I+D, al menos eso dice tu perfil en Linkedin, deberias explicar algunas de las cosas y pensar mas en lo que se comenta y menos criticar intentando que no se hablen de algunos temas. Estamos en el siglo XXI.

Marta Domínguez December 2, 2008 - 3:27 pm

Para Ignacio: realmente no entiendo las descalificaciones personales en este artículo. ¿Qué tiene que ver la personalidad de cada uno con el caso del que habla el artículo? Tampoco entiendo la salida que buscas. Las opiniones son libres y las visiones múltiples. ¿Por qué no aportas la tuya sobre el caso, en lugar de sobre la persona?
Probablemente no me consideres neutral, ya que también contribuyo a este blog. Y lo hago porque en este blog se trata de poner temas para reflexión. No es una tribuna para que la gente te de la razón. Para eso, ya hay otros espacios, que además se financian de esa manera.
Por cierto, la información de contacto que solicitas está accesible en http://www.ie.edu introduciendo el nombre en el buscador.

Ignacio Gonzalez December 3, 2008 - 12:43 am

Intentare ser breve porque quiero zanjar esta polémica ya y cumplir lo que anuncié de que no iba a volver a comentar por aquí (a ver si a la tercera va la vencida):
En primer lugar, decir que hoy he recibido un coreo de José. En él, aparte de otras cosas, me explica que él no ha borrado ningún comentario mio. Hago acto de fe y le creo, así que le pido disculpas aquí, como he hecho por correo, por haberle acusado de eso. No obstante, os aseguro que un comentario mío ha sido borrado. ¿Por quién? No lo sé, pero no creo que haya sido un error informático y no me parece ético, lo haya hecho quien lo haya hecho.
Pablo:
——
– yo NO he dicho que no se pueda criticar. Eso que quede muy claro. Lo que digo, es que hay que hacerlo con prudencia. No me voy a extender mucho pero en resumen lo que quiero decir es que tanto en el caso de Iberia como en el de Telefónica (que son los que he comentado) se han vertido acusaciones fuertes sobre dos empresas sin argumentos suficientes para ello y sin cuidar las formas. Eso, muy resumido, es lo que he criticado y a lo que he denominado imprudencia. Y no tiene nada que ver con que se pueda o no criticar a una empresa. En absoluto.
– La información que mencionas de LinkedIn es incorrecta…y no sé a qué viene…
Marta:
——
– Gracias por la información para encontrar el correo de José. De todas formas José se te ha adelantado :-) y ya tengo su correo. Gracias en cualquier caso.
– No entiendo por qué hablas de un ataque personal. Yo he criticado dos artículos (duramente, eso lo reconozco) pero sin atacar a la persona. En el rifi-rafe posterior ha habido, creo, más ataques personales hacia mi que al contrario (aunque ya en ese rifi-rafe ha habido de todo por todas las partes).
– No me he centrado más en el caso porque lo que quería criticar era la imprudencia de los artículos (que no a la persona) y no el caso en sí que, en esta ocasión, me parecía secundario. Pero, curiosamente, en cuanto a la única apreciación más relacionadas con el caso en si (referido a Iberia) no he recibido respuesta ninguna.
Cierre (espero)
—————
– Aprovechando que ya tengo su correo, le he enviado a José una explicación más detallada de mis argumentos. No deja de ser un resumen…pero me ha ocupado 9 páginas A4… Espero que sea suficiente para que entienda lo que he querido decir.
– Espero, ahora sí, cerrar la polémica. No tengo ningún interés en seguirla. Siento mucho que mi participación en un blog al que llegué con tantas ganas haya acabado así.
Adiós.

2 August 16, 2013 - 8:20 am

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