Corporate / Healthcare Sales - 24x7 access to Sales - Bring back Rapid Response Team!
100
points posted to Healthcare, Service and Support, Simplify IT by gharrison
02/28/07
As an IT Administrator with 700+ computers within our company, it frustrates me to no end that our sales representative, and -only- our sales rep, can make changes to quotes that he/she originally generated. Additionally, we are on our 5th rep in 3 years. When one leaves, they haven't been hiring new ones. Instead, they have just divvy up the workload among the current reps. This results in reps who never pick up the phone anymore but only respond to voicemail/emails (slowly). I didn't mind so much until last year..
As of mid-2006, at least there was something called the 'Rapid Response Team' ..
Are you a corporate customer with a Dell quote that needed to be updated/modified on a tight deadline? Can't get a hold of your rep? No problem.. You could simply call the Rapid Response Team and you would be placed into a pool of sales reps who were able to pretty much modify anything currently in the system, or generate a new quote based on your current pricing terms/discounts. The quote sent to you would even have your normal sales rep's name on it..
No more..
Now the only thing available to us is the Dell Premier Page, which is fine for standard 'Fun with Dick and Jane' PC quotes. However, if you need anything non-standard, and are unable to find it on the absolutely horrid Dell parts search page, you are pretty much out of luck.
How about giving us a couple of backup individuals for our rep, who can actually make changes to our quotes, that I can call if our guy is in training for most of the day (but not actually out). Better yet, bring back the Rapid Response team. Based on market reports, I suspect it was along the lines of ‘Hey.. Those corporate guys don’t really need quotes right away do they? Let’s try to save a few bucks because we sell our consumer PC’s on such a razor thin profit margin..’….
The fact that some home user can call Dell at 3am and spec out a completely new system from scratch, yet a Corporate user can't make the most simple change to an existing quote (a real quote, not an E-Quote on the Premier page) where 10+ systems are being purchased without talking to a specific rep. is unacceptable to me..
jackie_c
kara_k
dawn_l