Performance Suite for Customer Suite
Performance Suite provides critical visibility and insight into operational status based on snapshots of the operational data, and at the strategic trend spotting level. Performance 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.
Performance Suite for Customer Suite comprises the Knowledge Warehouse and Decision Support products. 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 KPIs via Decision Support.
BENEFITS:
Improve Decision Making:
- Uncover real drivers of your operation’s performance
- Filter information to focus on your current requirements (e.g. increase number of calls handled per Customer Support Representative, reduce amount of bad debt, increase on-time performance of service)
Decrease Costs
- Leverage KPIs to improve performance and reduce operational costs
- Pre-packaged solution with extensive baseline reports ensures rapid deployment and return on investment
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
FEATURES:
Knowledge Warehouse is an enhanced, customer-facing view of data that enables non-technical and business users to interact with the data.
- Business user focuses, pre-defined tables and views for billing, service operations and call center operations
Decision Support is a user-friendly performance measurement tool that automates extraction, creation, and transformation of relevant field operations data.
- Enables on-demand reporting and access to useful information – not just raw data (e.g. number and type of calls per CSR per day)
- Sophisticated reporting capabilities that enable comparison and contrast of customer contacts, receivables, and service requests
- Detailed performance reports and multidimensional analysis of call center, billing, and service operations
- Enables a full collection of visual analysis techniques, such as graphs, speedometers, traffic lights, and more, to help you analyze current business activities or anomalies at a glance
- Allows application of information to Balanced Scorecard, Six Sigma, Total Quality Management, or other custom methodologies
