Measure Service Results
If you’re not measuring service to ensure happy customers, guess what? They’re not happy. Enter CRM, which enables organizations to more quickly, accurately, automatically and continually measure service metrics.
Tame the Measurement Challenge
With CRM, spend less time measuring service, and more time providing best-in-class support. Specifically, work with Innoveer’s CRM experts to master service measurement:
- Quality: Continually measure and improve service quality
- Climate/attitude: Monitor the internal atmosphere and customer-facing attitudes
- Feedback: Formally capture customer feedback on all aspects of the service experience
- Metrics: Identify measurements for service monitoring and compare against best-in-class operations
Measure Service Better
Using CRM to improve service measurement helps:
- Integrate quality into most processes and proactively remediate gaps
- Monitor agents’ attitudes toward customers using predictive analytics
- Measure and automatically moderate processes and performance
- Improve products and services by integrating feedback into the service tier structure
Work With Innoveer
Need To Implement Service Quickly?
Innoveer’s Service Accelerator delivers a fully functional, cloud-based service program — using Salesforce.com or Oracle CRM On Demand —in less than 4 weeks. For a fixed price, benefit from account and contact management, case management, status notifications for callers, activity management, service activity dashboards, reporting and more.
Optimize Customer Service Or Perform A Health Check
Take service capabilities to the next level. Innoveer’s brief workshop identifies next steps based on our CRM Excellence Framework. Understand the time, cost and benefits of increasing your program’s results, such as increasing efficiency and automation, advancing self-service or improving overall measurement.
Top 10 Steps To Service Success
World-class customer service programs take more than technology. Most of all, they demand business and management know-how. To ensure that your service program excels, be sure to focus on the big picture. To help, review our “top 10” steps to service success to see how your program compares to best practices and our benchmarks.
Success Story
Genzyme Corporation
Innoveer worked with this leading biotechnology company to improve their patient care service with the aim to provide a higher level of service. To achieve this, Genzyme carefully monitors the call center, including service agents’ job satisfaction and their attitude toward customers.
Schedule
Contact Innoveer for answers
Discuss specific CRM goals and requirements or see a demo. Understand what business outcomes you can achieve with new CRM capabilities.
Salesforce.com
Accelerate Sales Cloud, Service Cloud, Force.com and Chatter business results