iEFM Improve

Create a customer centric environment to improve customer loyalty

Business Improvement Projects (BIP): see the whole picture

Organisations must constantly improve in order to create and maintain a truly customer centric culture. BIP delivers an integrated business solution for teams to collaborate on a combined response to issues affecting a targeted and linked group of customers who are otherwise unconnected to each other, regardless of the points of interaction with the business. Emerging from analysis of customer feedback, it drives action, creates a learning environment and knowledge base and enables effective communication. This allows visibility of customer complaints or issues and their status throughout the organisation.

Pattern Analysis: identify trends and maximise customer retention

A user definable rules based tool which looks at customer feedback and highlights emerging patterns of feedback results for specified customer and business segments. Using customer insight, this important tool supports strategic decision making and helps identify problems in their infancy.

KPI management: incentivise employees to focus on customer loyalty

In order to support the customer centric environment that has been created, KPI Management delivers the capability to set time based measurable and reportable targets for EFM results for individual managers or groups of managers according to a set of user definable criteria. Incentives relating to customer feedback scores can help change everyday behaviour and keep employees focused on the customer.

Intelligent Features include:

Set any number of triggers and alerts based on different criteria e.g. customer loyalty 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

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