DST Launches World Class Interactive Customer Service Program

Mission Viejo, CA.August 19, 2005. DST Inc., an IBM® Optimized Business Partner and leading provider of end-to-end parts supply chain solutions has launched a dynamic, world class, interactive Customer Service Program as the culmination of months of in-depth strategic and tactical planning.

The deployment of the program, which strives to create an entirely new, elevated customer experience benchmark, was spearheaded by DST President and CEO Hoon Chung and directed by Customer Service Manager Tim Pham. The creation of the new program centered around an analysis of the service needs of existing customers as well as projected requirements for an ever growing number of customers. N ew customer service strategies and best practices are designed into the program with the objective of reaching unsurpassed "service brilliance."

At the core of the DST customer service model are highly trained and skilled support technicians, an integrated framework of mission-critical processes for seamless interaction across the service chain, and improved service tools and web technology harnessing the power of unified information and knowledge management. Prior to the official launch, selected customers were provided with a "test drive" of the new customer service program.

Highlights of the program include increased personnel resources and extended service hours, including "on call" support 24 hours a day/ 7 days a week for emergency issues; integrated internal processes and an enhanced service chain utilizing a multi-tier service model to improve response time, status, and resolution; and a new on-line "Customer Service Solution Center" which allows customers to submit and continuously track issues online 24 hours a day as well as locate common solutions and technical tips in an online knowledge base. Hoon Chung said, "DST's goals for transforming our service into a world class customer experience are triggered by the reality that each customer service interaction plays a part in determining the future course of our business relationships. At DST, we aren't just providing technology based solutions - we are building value-added business relationships."