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To: Shege Dambanza who wrote (1540)	2/20/1998 1:45:00 PM
From: Trader Dave	Read Replies (1) of 3033

Hey! it was your advice!!! Cost/benefit can have many components. Maybe reduced support costs aren't the only thing that's important. How about customer responsiveness, retention and satisfaction. Call center folks are marketing concepts like prioritizing your phone service based on the importance of the customer calling and the nature of the call. If you were a major United customer that paid lots of full fare tickets globally and you were calling from an airport with a canceled american flight, wouldn't you appreciate being put at the front of the queue? I've gotta argue with you shege, I hear a mixed bag on the sfa front, but I still think there's huge strategic value to CIS automation. Getting your field repair people out to customers more quickly with the right parts m,ay reduce spare parts inventories and gasoline costs, but the value in telling a customer when the repair guy's gonna show up within a 1 hour window as opposed to a 4 hour window is much greater.