SEAMS Platform | CX Software
SynGro is unique in the market, able to offer large enterprises a true end-to-end customer experience management software solution for harnessing the Voice of the Customer: SEAMSTM.
For clients who previously have only implemented the basics of customer feedback through, for example, annual customer surveys, SynGro can provide a complete solution for driving action from customer insight.
For clients who are more developed and have an operational VOC programme, SynGro is able to drive performance. By integrating customer information from all corners of the business, we help global businesses to develop a single customer view capable of transforming retention and customer satisfaction.
The figure above illustrates the basic SEAMSTM architecture for the integration of customer feedback collected via multiple channels with an organisation's operational data to prioritise improvement actions. This structure enables the correlation of customer insight and improvement actions with financial returns, ensuring that managers can view the ROI generated by creating a customer centric culture.
SEAMSTMautomates the analysis of customer feedback and distributes information through action-orientated push reports (via email) or dynamic dashboards. The system has the control to ensure the correct information is passed automatically to the appropriate personnel by region, segment, product, agent, employee, organisational level or functional role.
For example, while senior executives and the CEO may have a complete overview of global operations, a manager based in the UK will only see the information which is relevant to them and for which they have responsibilities.
What this means is that the SEAMSTM customer experience management software encourages employee ownership of tasks and provides them with the contextual information to prioritise actions and make improvements, according to their specific remit.
To read about how we gather customer feedback, please click here.
Top of Page