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As the implementation is presented, the basic steps taken in the site survey are offered; this information is followed by a summary of the actual installation and any problems encountered Finally, the testing and optimization phase is presented with coverage of final setting adjustments or last-minute tweaks required to make the network perform well If you are a seasoned professional in wireless networking and you re using this book as a guide to refresh your memory for the CWTS exam, you may find the examples in this Appendix rather simple Please remember that many CWTS candidates are working with wireless solutions for the very first time These case studies serve as a learning experience in lieu of hands-on opportunities

If you re able to bring that in-house and form a community that your business owns but is for your customers and you give the customers the freedom to identify and fix problems on the site there is not only some quant loving ROI associated with it, there is also an incredible amount of good will generated from your customers about you Why Because you re willing to air the problems, get your customers involved in helping solve them, and at the same time make sure that you re involved in that too You begin to see an ROI as fewer service tickets that have to be opened, saving you money There are more first resolution solutions, which means you have direct cost efficiencies ServiceXRG did a study that shows that in a typical call center, a first call resolution will cost $49 on the average But if it reaches 24 hours it goes up to $61 and at two days is $155 Ad infinitum Think about it If the problem is solved by your customers, it doesn t even reach the status of a first call Helpstream, one of our two Superstahs! in this chapter, found that implementing their solution, which is organized around customer service communities, led to their customers seeing 20 percent of all customer service issues solved by the community, with 20 percent solved by the knowledge base articles, 30 percent by forum threads, and 30 percent by the agents This is a very significant cost savings Seventy percent of the customer service problems never needed to be solved by an agent In general, the ROI of online service communities is very high Natalie Petouhoff finds that there is a generic ROI of 99 percent in less than 12 months Community-based customer service is not a new idea at all Threaded forums and user groups did that independently of any company and continue to do it Now you can find customer service threads in discussion groups on Facebook What is new and important to the new customer service business model is the creation of these specifically customer service focused communities behind the corporate firewall and the collaboration encouraged by the company with its customers even if the company has to be transparent about its problems That leads to customer-developed solutions, often not thought of by even the help staff What is technologically new about it is the means to capture the conversation those customer-provided solutions and making them part of the knowledge base Also new is adding the business rules and workflow in combination with sentiment analysis that can alert a company employee to a problem within the community automatically.

Small office and home office (SOHO) installations face challenges that are unique to the market, and they also sometimes face challenges similar to enterprise installations

Figure 8.6 Project Builder now let you search developer documentation using the content-based documentation search feature.

This new business model has ramifications that are already being felt The idea of community-driven customer service (see Helpstream later in this chapter) and alternate customer service channels is a direct result of the realization by many companies that they have to create a new model for their customer service interactions The customers ownership of the conversation that we all have so glibly spoken about here and many other places is vehemently reflected by the social websites that focus on customer/company interaction and others that reflect those service interactions Let s take a gander at the growing group of alternate channels that you will have to concern yourself with when developing the customer service part of your Social CRM strategy, and broadly, what the protocol for dealing each channel should be The caveat here is that handling each channel isn t necessarily the right thing to do for your company and that how you handle them can vary by company These protocols are recommended guidelines

The following list represents challenges that are either unique to SOHO wireless installations or that are not universal to all wireless networks: