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Customer Relationship Management of Motorola

Customer Relationship Management of Motorola

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Customer Relationship Management of Motorola
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Anjali Khurana
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Customer Relationship Management of Motorola - January 19th, 2011

Motorola, Inc. (pronounced /moʊtɵˈroʊlə/; NYSE: MOT) was an American-based, multinational,[6] telecommunications company based in Schaumburg, Illinois, which was split into two independent public companies, Motorola Mobility and Motorola Solutions on January 4, 2011.[7]

Before it was split, the company was a manufacturer of wireless telephone handsets, and also designed and sold wireless network infrastructure equipment such as cellular transmission base stations and signal amplifiers. Motorola's home and broadcast network products included set-top boxes, digital video recorders, and network equipment used to enable video broadcasting, computer telephony, and high-definition television. Its business and government customers consisted mainly of wireless voice and broadband systems used to build private networks and public safety communications systems like Astro and Dimetra. Motorola's handset division is focused on smartphones using Google's open-source Android mobile operating system. The first phone to use the newest version of Google's open source OS, Android 2.0, was released on November 2, 2009 as the Motorola Droid (the GSM version launched a month later, in Europe, as the Motorola Milestone).

Electronic communications pioneer Motorola, Inc. ranked among the 25 largest companies in the world in the early 1990s. At that time, the corporation sold 45 percent of the world's cellular phones and an overwhelming 85 percent of its pagers. Motorola also commanded a very respectable third-place showing among the world's manufacturers of semiconductors. Over half of its sales were made outside the United States. Motorola also gained recognition over the years for its emphasis on quality, for which it garnered the first annual Malcolm Baldrige National Quality Award in 1988, and for its innovative employee welfare and training programs.
FrontRange Solutions, a global leader in worldwide Customer Relationship Management (CRM) solutions, with help of its local partner 95Teleweb, the leading customer services provider in China, announced today that the Government and Enterprise Mobility Solution Section of Motorola China is using its GoldMine® CRM solution.

GoldMine provides integration capabilities that enable viewing of external sources of data, “plug-ins” for existing enterprise systems and tight links to other powerful FrontRange products, which boost the productivity of sales and marketing teams. GoldMine also offers workflow tools that simplify and accelerate common tasks related to contact records, such as scheduling appointments and activities. In addition, the latest release of the software, version 7.0, features a new database architecture that provides greater stability and faster processing for remote users, which has become a critical performance factor for today’s increasingly mobile and distributed workforce.

In August 2005, the Government and Enterprise Mobility Solution Section of Motorola China set up the MOTO Professional Walkie-talkie Users Club, in order to establish a mutual communication platform for end users, Motorola and its channel partners. With the platform, the end user can not only acquire the latest Motorola information, but also express requirements, exchange ideas with Motorola experts, and find services and products through local channel agents. End users can log in at and register as a formal member, express their requirements to the Club, via Web notes, emails, fax or postage. With a rapidly growing community of club members, the Government and Enterprise Mobility Solution Section of Motorola China decided to deploy GoldMine from FrontRange, expecting to enhance the efficiency of their CRM and thus strengthen market leadership in China.

“The China telecom sector is witnessing plenty of competition nowadays, where excellent IT services management is becoming a critical advantage in the close competition,” said Frank Zhou, General Manager of FrontRange China. “Before deployment of our GoldMine solution, we analyzed the specific requirements and processes of the most successful enterprises like Motorola China, and finalized key elements in IT service management of these enterprises. We are sure the latest version of FrontRange’s GoldMine can best manage customer relations with minimal operation costs, and help our customers in highly competitive markets.”

Early Life failure Form

Dealer process for Early Life Failure

All major distributors will process DOA/ELF returns from their channels and they will issue a replacement product or credit to the dealer, dependent on the agreement with that dealer. If you do not have this arrangement in place, please contact your local supplier.

In the event that your distributor is unable to process your DOA/ELF return, then please follow the procedure below.

Last Updated May 2008 Motorola Cellular Early Life Failure Program

Motorola Cellular Early Life Failure Program

We process all DOA/ ELF replacements for Motorola Mobile Phone Kits. Please note, that we do not replace faulty sold alone accessories, only the Mobile Phone Kits. Also, for all DOA kits that have not been sold to customers, the dealer must provide the distributors invoice demonstrating the time of arrival into the store.

The process has been simplified, and now revolves around a direct relationship between the dealer/retailer and Motorola QSL or your distributor.

There are now two processes for you to choose from when confirming the eligibility of the product for an ELF.

1. Contact your distributor for a Return Authorisation and request a replacement or credit.

2. Using the ELF form, simply replace the customer's unit and return the faulty one to Motorola QSL, Unit 11, Sough Business Park, Silverwater Rd (off Rachel Close) Silverwater NSW 2128. Provided all paperwork is in order and stock is available, we'll send a replacement unit directly to your premises within 48 business hours of receipt of the faulty one.

Early Life Failure Form
Point of Sale
Feature Feedback
Service Centres
User Manuals
Wireless Data & Connectivity
Extended Warranties

Motorola's Citizen Relationship Management system helps you to manage citizen interactions, capture service request details, route the request to the proper agency, track workflow progress and measure performance. This coordinated approach helps improve agency efficiency and work across municipal borders and jursidictions.

The Customer Service Request (CSR) system automates government service delivery by using an unique, location-centric approach to decision-making quickly assessing questions such as :

* Where is the problem?
* What is the problem?
* Who will respond?

Motorola’s unique approach to government CRM transforms the way that government interacts with citizens while optimizing the end-to-end response processes of government.

Last edited by abhishreshthaa; April 30th, 2011 at 05:51 PM..
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