Module scope

• Customer Interaction Centre
  
• Interactive Intelligent Agent
  
• CRM On-line Activity Management. 

Optional extensions

• Optional extensions to the core package include:
• Contact Centre Diagnostic pre-study
• Business Warehouse (BW) installation and integration
• Hardware procurement and installation
• Customer survey scripting and reporting analysis
• Portal  People-centric CRM
• CTI integration.

Is this solution relevant to your organisation?

The customer care insight package is relevant to all industries that have a customer service function, that respond to their customers, queries, and where the answer is yes to one of more of the following:

• High levels of customer churn with customers citing customer service issues rather than price etc as the reason
• Little information available on workload e.g. are most queries invoice or delivery related, and how often is the customer at fault?
• Customer service reliant on knowledge in agents heads with problems when staff are absent or leave
• Queries getting passed on and lost with little 'ownership'
• Not sure how long it takes to resolve queries
• Feeling that lots of calls are from customers chasing existing queries
• Anecdotal evidence that duplicate investigations are started for single query when multiple people from the same client call about the same issue
• Dropped calls > 3%
• Account managers complaining they only find out about issues when they walk though the customers door
• A feeling that you are missing share of spend caused by customer dissatisfaction
• High customer service staff turnover or absence caused by job dissatisfaction
• High debtor days due to large number of outstanding invoice queries
• Queries/promises being chased by customers causing vicious circle of additional work
• Missed opportunities to cross sell additional products and services during customer service calls
• Alternatively customers may be complaining that:
• They often can't get through to log or chase queries
• Their queries are taking too long to be dealt with and that they regularly need to chase queries
• Queries are being lost
• Promises of action are broken
• They have to repeat the same information multiple times
• Staff aren't knowledgeable about the company's products and services
• Or perhaps they don't complain but are looking for a company that's easier to do business with.

Justification of expenditure

The speed of return depends upon the current state of customer services but the financial justification can usually be achieved through cost reduction / avoidance. Areas investigated during blueprint include:

• Cash flow improvement through faster resolution of invoice queries
• Reduced customer services workload through more efficient query processing and reduction in call volumes
• Reduced staff recruitment and training costs due to reduced staff turnover
• Revenue enhancement opportunities often include:
• Increased revenue through reduced customer churn
• Increased revenue as a result of effectively translating queries and complaints into sales opportunities
• Increased revenue through reduced dropped calls - a proportion of the dropped calls would typically have been sales enquiries.