iEFM Learn

Create best practice procedures to help future issue resolution

Best Operating Practice (BOP): use customer insight to set standards high

The SynGro software platform provides a learning environment within your organisation that sets customer service standards high by enabling employees to create and follow best practice, share findings enterprise-wide and innovate continuously to exceed customer expectations.

BOP delivers the capability to centrally manage and automatically deliver an organisation's best practices to their employees and partners. Everyone can contribute to improving and redefining BOP as experience grows and the organisation learns. BOP delivers contextually relevant best practice advice to those who need support when responding in real time to customer feedback.

Complaints management: improve the customer experience

Complaints management provides the ability to capture generally unplanned and unsolicited feedback as a specific “complaint” feedback type. Customer complaints feedback can be captured by any employee in the organisation or directly entered via a corporate web site. Such feedback is managed using a common notification and closed loop process to ensure the relevant person is notified and deals with the complaint. Links to Best Operating Practice help speed up and develop responses to complaints.

Innovate and share: create a competitive edge

Easily store shared 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. Use customer insight to drive action, impress your customer and increase customer loyalty:

Call centre agents are directed to actual documents that are pertinent to the customer, the customer’s attributes and the issue raised.
Verbal comments can be added to the documents ensuring knowledge share occurs and BOP developed for future issue resolution.

Intelligent Features include:

BOP is centrally defined and administered
Upload any standard processes and procedure documents and link them to the BOP definition or add a hyperlink to external storage locations
All users can be contributors
Integrated with closed loop processes
Complaint notifications are generated automatically when complaints are captured and sent to the relevant business owner. An escalation notification occurs if the complaint is not resolved within a specified time
Complainant is immediately sent a communication to confirm complaint is received

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