Customer centricity with mercator's Customer Relations and Service Audit application
02 Aug 2012
mercator's CRM & Loyalty Solutions product line now offers a new application, which will help companies understand their customers and have access to intelligence from which to plan their customer service strategies.
The Customer Relations and Service Audit (CASA) application enables companies to manage customer feedback through various channels, perform regular health checks and audit to find out how customers rate their service. Feedback from your customers can be logged centrally, creating information rich customer profiles, about their experience, involved parties ranging from their family members to your suppliers, enabling you to track the action taken. In case of service failures, the service recovery options can be managed, allowing you to clearly view service issues, and their cost to your organisation. With access to both the customer's perspective, and the outcome of its investigation by your customer relations team, you can understand if policies need to be simplified, or even if a change in your vendors is required. Access to accurate information on what customers say is and isn't working, is an important step towards retention and future acquisition. And critical to a company's financial performance.
Companies, who respond 'no' to the following questions, are those who can benefit from this application. Are you able to manage interactions with your customers, with meaningful information for analysis? Are you able to proactively identify service delivery improvement options? Do you know for sure what's important to your customers? CASA can assist you to capture customer intelligence including accurate feedback on their experience, undertake a service audit and incorporate customer voice into your planning. By finding out what is working, you can do more of it and continue to delight and win customers.
To find out more information on how this product can assist the performance of your business, please click here>>
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