Your Challenges with Service Excellence
- You want to keep track of the number and content of all incoming customer inquiries and used communication channels.
- You want to be able to monitor and evaluate processing time as well as adherence to service levels.
- The development of the backlog is an important key performance indicator for you.
- You would like to receive continuous information about customer satisfaction regarding your service performance and products of your company.
- You want to know where you have to get active in order to create growth and achieve improvements.
Successful Service Excellence with trueAct
With trueAct relevant evaluations regarding customer requests and performance of the service organisation can be created anytime. Such evaluations can for example include the development of the number of open cases over time (backlog) for each organisational unit. Or the development of the average processing time of a case per category (Average Handling Time i.e. AHT). If required, own evaluations can be set up, put together and created according to your individual needs.
Evaluation of historic and current data
trueAct allows for performant assessments based on historic data as well as for close to real time intraday reporting. As needed, further data sources can also be included into reports.
Excellent usability for end users
Most important metrics can be evaluated web-based online in the form of standard reports. Dashboards clarify dependencies and allow user-friendly filtering of data by mouse click.
Easy creation of reports and analyses
The web-based user interface of the trueAct reporting solution allows for easy creation of new reports as well as interactive analysis of data. Both instruments are essential for a fact-based implementation of Service Excellence.
Creation and distribution of reports
Templates for reports can be prepared and corresponding reports automatically be created and distributed at defined times.
With the help of a special App relevant reports can also be viewed on tablets or smartphones anytime.
Case Study: Successful Service Excellence at Sympany Insurances
Sympany offers health and accident insurance for individuals and companies as well as property and liability insurance. Sympany have become well known in the Swiss market through their successful TV spot and attracted customers with their «refreshingly different» image. Customer service was now faced with the big challenge of being able to take care of their numerous new customers in the same simple and straightforward manner as promised in the TV spot.
Focus on the Customer
For this reason, the project «Cliente» was set up. The goal of the project was to capture and handle customer requests. In the future, a 360° panoramic view of the customer should become possible to be able to present frequently occurring needs across all offered channels. With «Cliente» the foundation for Service Excellence and excited customers should be laid.
The basis for the project had to be a modern IT solution, which could solve prevailing problems and close gaps in customer service processes. Hereby, processes should be mapped consistently to ensure an end-to-end view and systematic monitoring of service levels. To achieve the aspired Service Excellence the new solution should bring an as high as possible transparency into customer care processes by means of reporting. Integrated customer intelligence functions should help to better understand customer needs.
New Customer Service Software Introduced within 100 days
So far, transparency could only be established very superficially requiring great effort. The customer service software trueAct by PIDAS should change this. In close cooperation with PIDAS, trueAct was successfully introduced by an interdisciplinary team within only 100 days. An agile approach with a focus on the essential and striving for keeping the solution as simple as possible were vital in this process.
After 9 Months already a Big Step forward towards Service Excellence
Complete capturing and documentation of customer requests by trueAct allows service agents to achieve Service Excellence across all channels such as telephone, Email or web forms. The Service Organisation can additionally profit of a maximum automation by means of controlled assignment processes. This also includes the automatic recognition of language, content and emotions of customer requests. Consistent with the request case-relevant knowledge support is also provided automatically.
Benefits for Sympany
The introduction of trueAct generates a significant benefit and pushes the Customer Service of Sympany into a higher league - and this in less than six weeks.
This is what Sympany says
Head of IT Service Management
What trueAct does for your Service Excellence
This is how your Customer Service gains more speed and your customers become fans! Discover the performance capacity of trueAct in only 80 seconds.