Actionable Business Intelligence

An industry-leading, on-demand Customer Experience Management (CEM) software solution, ResponseTek:CEM focuses your attention to what matters most to customers, by showing you what aspects of your business need improvement.  Linking this improvement information to customer advocacy allows you to make more informed decisions on where in your business you need to focus in order to keep your customers and grow your business.

ResponseTek:CEM transforms the voice of your customer into actionable business intelligence.

Involve the customer

Whether you are focused on customer satisfaction, customer service, or quality of your staff interactions, ResponseTek:CEM listening posts provide your customers a channel to share their experiences with you:

	Text Message While in your stores, your customers can give feedback immediately, whether it’s about your staff, products on the shelf, or even your service center. Your organization will quickly understand where you need to improve and which customers need attention.
	Paper Based Receipt You need to know what your customers think about the service you delivered. What better time to collect the information than when they have just completed a transaction? Prompt the customer to tell you what aspects worked and what didn’t.
	Website Today, customers expect the same levels of experience on your eCommerce site as they do in your stores. Find out what consumers think about your website, range of products and services, delivery and every other experience that pertains to an online transaction
	Kiosk A shared or dedicated kiosk positioned in a high visibility location allows every customer to enter structured feedback on any aspect of store operations

Integrate the voice of the customer

Customer experiences flow into your organization continuously, and are shared using ResponseTek:CEM Dashboards and Analytics. The voice of the customer is now actionable business intelligence, a transformation process that is the result of:

• Comprehensive reporting, with roll-up operational scorecards for all levels of the organization, right down to the individual customer service representative, providing customer-driven intelligence on top issues and root causes of customer dissatisfaction
• Employee Engagement, ensuring your store managers, agents and technicians see the results of their performance on a daily basis, and are assigned accountability for resolving customer issues or saving at-risk customers.
• Constant Quality Monitoring, allowing you to correct behaviors,identify training opportunities immediately, and continuously pursue excellence and consistency in service delivery to meet rolling performance goals.

Improve your business

When integrated with your customer service processes, customer insights generated by ResponseTek:CEM not only create a shared understanding of the value of customer advocacy on the business, they allow your employees and management to improve the customer experience across all levels of the business: 

• Identify customers at-risk, with real-time alerts, action management and issue resolution tools, you can ensure consistent and quality experiences are delivered to every customer.
• Identify ineffective systems and process. ResponseTek:CEM provides supervisors, regional managers and executives with cascading scorecards to identify failing systems and process, allowing them to focus their time and resources on correcting the root causes before it begins to effect the bottom line.

Find out more...
	Find out more about ResponseTek: Retail Solutions
	See our Retail solution demo in action.
	Talk to us today.