Service Dictates Customer Retention.
Retained customer relationships are your primary sources of sustained revenue and profits.
To retain your hard-won customers, you need timely and relevant metrics to know where service teams and processes are successful or not, where your service issue hot-spots are, where service is making or costing you money, and where reputational or service-level risks might be emerging.
And, you need powerful and precise service-delivery incentive compensation metrics to manage and reward high performance.
To deliver timely and actionable Service analytics and insights, we provide 4 key capabilities:
Data Collection & Aggregation
With our unsurpassed Data Manager toolset, we aggregate, normalize, standardize and unify all of your disparate customer, site/team, transaction, issue/ticket/case/claims, research, workflow and resolution source-data.
Some clients have 100+ disparate source-data systems, with hundreds of unique service issue and outcome types, that we automatically aggregate/integrate, often real-time.
Built and iterated over the past twenty-five years, Data Manager is one of the world's most powerful, flexible, fast, nimble and economical database aggregation systems.
Service Distribution Network Scorecards
By any and every dimension important to your business, with our powerful Metrics Engine platform, we rapidly process and produce comprehensive SBU, Market, Group, Division, Region, Site/Office, and individual Representative service metric performance scorecards, category summaries, rankings and trends; in on-line reports, exports, visualizations and dashboards; all real-time accessible to you and your teams via our platform.
Feedback & Workflow Automation
Metrics and transaction alerts that drive tangible action are vastly more useful than static and slow Business Intelligence (BI).
Our platform real-time APIs action/trigger messages back into your core issue/ticket/case/claims, messaging and CRM/CXM systems, empowering your workforce to accelerate problem resolutions and customer retention service initiatives.
Performance & Incentive Compensation
We deliver unlimited team and individual customer satisfaction and service issue resolution quality, speed and accuracy variable incentive compensation programs. We automate and deliver in days/weeks what other alternatives take weeks/months to complete.
We've automated thousands of simple-to-very complex service performance compensation programs.