Service Excellence

trueAct continuously monitors all service requests, collects all information and generates a comprehensive reporting. Consequently, problems can be recognised and improvements inspired.

Your Challenges with Service Excellence

You always know exactly how happy your customers really are. Thus, you can guarantee successful Service Excellence.  You are aiming for a continuous further development of all offered services for your customers. To achieve this, key performance indicators need to be monitored in real-time in order to be able to improve the performance of your service organisation constantly and extensively.

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.

  • Mobile reporting

    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

Refreshingly Different!

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.

 

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.  

  • 13 percentage points improvement in SLA fulfilment in the area of emails

  • Reduction of processing time by ca. 40% for customer requests across all channels

  • Trend towards a decrease in call volume among else through avoidance of further inquiries

  • Improvement of the automatic customer recognition in the email channel by 20 percentage points

  • Fact-based continuous improvement of products and services

  • Thanks to Service Excellence customers become fans!

This is what Sympany says

«We went for trueAct because we wanted to ensure a high-quality and efficient customer service across all channels. Easy installation and daily work with this software inspire us!»

José Cortes

Head of IT Service Management

Sympany Logo

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.