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Satisfaction Guaranteed
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Business New Haven
4/30/2001
By: BNH
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SHELTON - ServiceEngine announced the first customer satisfaction ratings system ever to be integrated into a customer relationship management (CRM) application. The new technology provides businesses with the data necessary to immediately improve customer satisfaction and company performance and to make better, more informed staffing decisions.
ServiceEngine's new system allows any company to get a 360-degree view of how it, and its staff, performs against general and defined customer audience segments. The system captures customer and staff satisfaction ratings information and the specific conditions under which those ratings were created - by demographic, geography, date and exact time. This combination enables managers to uncover the exact point at which a customer was positively or negatively serviced, and why - thereby providing actionable means to improve company performance. The system also allows for multiple ratings to be provided during the course of a customer conversation or transaction.
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