Customer Information System (CIS)
The Customer Information System works in the same way as EIS
above but can be used to reduce the number of inbound customer
care calls during on an outage. Here is an example;
It’s 11am and your company has an outage/loss of service.
The normal route to take is to wait for your customers to realise
that there is a problem and then field the 1000 inbound calls
from your 1000 customers. Each one telling you what you already
know. Each one receiving the same response and each one requiring
a call back within 2 hours with an update. This is the way that
large companies have always had to deal with service effecting
issues. Here is another option;
It’s 11am and your company has an outage/loss of service.
Your Operations Manager is made aware of the issue and he dials
his PIN protected Continuum+ account (an 1890 number for example).
He records the following, “This is Gavin Carpenter from
XYZ Corporation. It is 11am on Monday 8th October. We are currently
experiencing a disruption to service. We have a Team of engineers
working now to resolve the issue and expect to return service
at 11:40am. I will update this line at 11:20am.”
Now, our system then calls each one of your 1000 customers and
plays them your message. It can also be sent in SMS and email
format at the same time directly from your online management
interface. That is 1000 clients who have been informed of your
outage before they had to find out the hard way. That is 1000
calls that you do not have to field through your inbound customer
care team and it is 1000 calls that you do not have to respond
to and close tickets for.
This service will reduce your reliance on reactive staffing levels
and also drastically improve the overall efficiencies of your
contact management centre.
We have developed a data capture mechanism based on e-mail address’s
to improve the information gathering process required for these
systems. We can provide you with a weblink that you e-mail to
your clients/staff. When this is opened by your client/staff
member it will allow them to add in their mobile and fixed line
number if they wish to receive notifications from your company.
This information feeds directly through to your Continuum+ account
and allows you to interact with respondents immediately.
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