Customers

The world's leading computer systems company has a strong commitment to being direct and creating customer value. Thus, Dell needed a way to quickly identify distressed shipments - products scheduled for delivery that, for any number of reasons, couldn't be delivered to the customer - and act immediately before the shipment arrived back at the company. These capabilities would save them hundreds of dollars on each shipment and greatly improve the customer experience. With Lombardi, Dell was able to better facilitate and manage the communication between the Dell's Customer Care Representatives (CCR), the carrier, and the customer to resolve these distressed shipments - saving Dell millions per quarter.