Real time reports and dashboards with drill-down capability to identify the root cause of customer disaffection quickly:

• Clear, concise and visually appealing
• Overlay with CRM and financial data for contextual analysis and strategic decision making
• Push reporting - all outputs can be downloaded automatically into MS Office
• Changeable colour palette and axes; zoom facility for detail areas
• Different individuals (or groups) within an organisation can be set up to access different reports types or groups of reports e.g. agents get different reports to managers

iEFM^™ Manage

Closed loop feedback management that sends low scores/complaints to individual(s)accountable for fixing the problem

• These can be escalated if nothing has been done (no limit to the number of escalations)
• Sensitivity can be placed on what score or event triggers an alert per customer
• Escalation times can be varied per customer
• The customer can be called again to ensure that the issue has been fixed and test to the effectiveness of the resolution – this ensures that the loop is properly closed.

• Supports the requirements for ISO standard quality management

iEFM™ Learn

Best Operating Practice (BOP) to store documents or provide links to internal resources (e.g. Sharepoint) that contain information relevant to issues that customers have raised, and therefore provide a speedy resolution

• Agents are directed to actual documents that are pertinent to the customer, the customer’s attributes and the issue raised

• Comments can be added ensuring knowledge share and development of BOP

iEFM™ Improve

Business Improvement management tool to identify, manage and rectify large scale issues

• Set any number of triggers and alerts based on different criteria e.g. customer advocacy score drops by 10% in a certain region, the same type of issue is raised more than 100 times etc.
• Create a project, assign resources, activities, problems and solutions and manage to completion
• Automatically keep track of all customers that the issues may be affecting so that they can be communicated with upon resolution
• Give visibility throughout the organisation e.g. agents will know that a. there is a problem and that b. there is a project ongoing to resolve it and this can be communicated to customers that may have the same issue

Pattern Analysis user definable rules based tool  to look at emerging patterns of feedback results for specified customer and business segments. Supports strategic decision making

 

KPI management

• KPIs can be set based on customer advocacy score and its drivers to ensure that all employees are focused on driving customer lifetime value

Features you can take for granted

Performance & Security
At SynGro your data performance and security are paramount. Features such as secure world-class hosting, regular systematic back-ups and even disaster recovery are all included as standard.

Browser based access
We can host your iEFM™ solution as a full service offering, or it can be easily installed on your IT infrastructure with help from our specialists.

Multi-lingual Capability
All SynGro software has multi-lingual technology capabilities, so you can, for example, capture feedback in one language and report on it in another.

Seamless Integration
Our technology integrates seamlessly with your business infrastructure, from financial and CRM systems through to web sites, messaging systems and social media.