Partnership takes closed-loop customer feedback to the next level
IRVINE, Calif., July 26, 2012 /PRNewswire/ -- Customer Service Delivery Platform (CSDP) is pleased to announce a partnership with SERVICE 800 to enable the seamless integration of customer satisfaction data and metrics from disparate systems.
SERVICE 800 will also offer CSDP's Service Relationship Management (SRM©) software to its clients to support their service lifecycle management needs. CSDP is making available its series of Gap Assessment Tune-Ups that include an analysis of a company's enterprise customer intelligence based on SERVICE 800's customer feedback assessment process.
"Organizations regularly rely on multiple, disparate systems across their geographies or business units, and often struggle to manage processes and customer expectations from fractional data," points out Jean Mork Bredeson, President of SERVICE 800. "CSDP's service lifecycle management is an excellent solution to integrate the cross-system data required to make the best management decisions. By incorporating SERVICE 800's customer satisfaction and metric tools, CSDP clients are able to build powerful enterprise strategies based on real customer intelligence, service intelligence, and business strengths."
"There's an urgent need for companies to leverage customer intelligence, so we're incorporating SERVICE 800's resources into our service lifecycle management solution," said Jerry Edinger, President and CEO of CSDP. "Now companies will be able to include customer perception and expectations in key management decisions. In addition, they'll be able to take immediate action on customer feedback, fix problems, and still address underlying operational issues that may be adding cost or draining resources."
"It's just not about measuring Customer Satisfaction any more," adds Jean Mork Bredeson. "It's about using customer intelligence along with many other productive, regional, or global indicators to ultimately build the best customer strategy and to realize the value of a data-rich, closed-loop system."
CSDP's solution will provide real-time alerts to urgent customer situations and will track actions until the issue is resolved. Customer and survey data will be integrated into the call management flow to provide a complete view of the customer to call center, field, and all other customer supporting team members. Regular scans of active data records will be completed to uncover patterns, trends, and limits. When found, events will trigger actions to set processing flags, send system alerts, and/or instantly modify processing rules.
For more information, contact Ray Miller at 239-321-621.
CSDP is the only process-driven provider of Service Relationship Management (SRM©) software and solutions for organizations to automate and optimize every aspect of post-sales service delivery including field service, reverse logistics, and customer support. This holistic approach combines data, processes, and technology to maximize service operations, and is delivered through a comprehensive suite of software available in on-premise or cloud-based SaaS models. CSDP's software helps clients by beginning with service contract, warranty, and entitlement management to improve service delivery revenues and operational efficiencies and increase customer satisfaction. Learn why service leaders chose CSDP to optimize their service lifecycle operations, visit http://www.csdpcorp.com.
About SERVICE 800
Founded in 1989, SERVICE 800 designs and administers real-time customer intelligence. By amassing productive data and customer satisfaction measurements, SERVICE 800 builds highly accurate data models that help clients improve customer experience. Known for its ability to create sensitive customer feedback systems, SERVICE 800 collects hourly or daily information via distinctive follow-up telephone interviews, e-mail and web surveys, and other follow-up techniques. Based in Minneapolis, London, and Shanghai, SERVICE 800 has been measuring customer satisfaction for corporations throughout the world for two decades. For more information, go to www.service800.com.
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