Business Intelligence for Customer Suite
use your customer information data to measure real performance, increase visibility into operational trends, and uncover areas for improvement
Business Intelligence for Customer Suite helps your organization to become more efficient, more profitable, more reliable and provide better customer satisfaction.
Business Intelligence for Customer Suite is a suite of products that provide critical visibility and insight into operational status, both at the tactical, day-to-day level and at the strategic trend-spotting level. Business Intelligence for Customer Suite can optimize call center operations by identifying why your customers are calling, how often, and whether or not their inquiries are being resolved. Billing operations can be improved by monitoring expected results from your nightly processes and highlighting your receivable and bad debt amounts. Your service operations and associated customer satisfaction can be elevated by identifying the service requests your customers are making and whether or not they are completed as promised.
With performance analysis capabilities, you can identify potential unexpected problems, such as a growing backlog of service requests or an increased number of unresolved customer calls, and make necessary adjustments before the business is hit with performance setbacks.
Business Intelligence for Customer Suite is comprised of a Knowledge Warehouse and RPM, an intuitive, web-based interface. The integrated components leverage Customer Suite’s Operational Database to provide a comprehensive, consistent view of your data, addressing daily operational tactics and providing in-depth reviews of past performance to assist with strategic analysis and planning. Customer Suite’s operational data is pulled into the Knowledge Warehouse, forming the basis for measurement analytics and the presentation of key performance indicators (KPIs) via RPM.
Benefits:
Improve Decision-Making
- Uncover real drivers of your operations’ performance
- Customize business indicators and reports to extract your organization’s unique business-critical information
- Filter information to focus on your current requirements (e.g. increase number of calls handled per CSR, reduce amount of bad debt, increase on-time performance of service)
- Be confident everyone is working with current, consistent data to guide informed decision-making
- Provide enterprise-wide visibility into operational trends, increasing the accuracy of forecasts and plans
Decrease Costs
- Leverage KPIs to improve performance and reduce operational costs
- Lower deployment, training, and maintenance costs per user with the browser-based system
Improve Call Center Performance
- Reduce call times and increase the number of calls handled per CSR
- Provide visibility into the reason customers are calling
- Measure the volume each CSR is handling
Enhance Customer Satisfaction
- Operate your workforces at optimum efficiency
- Address planned and unplanned service requests without missing a beat
- Have real-time visibility into the volume of service requests, trends in the service request backlog, and your record for satisfying customer commitments
Streamline Billing Operations
- Minimize the time and effort to invoice customers, address delinquent accounts, and reduce bad debt
- Increase visibility into the billing process results, the aging of accounts receivable, and the accounts that are delinquent
