During the next two years, 30 percent of leading companies will extend the goals of their online community activities to the design of enhanced service processes, such as social CRM.
“Social CRM for customer service has only recently entered into the realm of contact center infrastructure and customer service software components, where it has been met with significant hype despite a limited number of field deployments,” said Drew Kraus, research vice president at Gartner. “There is strong corporate awareness, including at corporate executive levels, of social networks and their potential impact on corporate brand management and customer service perception. We expect the high-profile nature of social networks and social CRM for customer service to rapidly advance adoption from early adopter to mainstream deployments despite the volatile and rapid evolution of social networks in general.”
SOURCE: Gartner, Inc.
http://www.gartner.com/it/page.jsp?id=1570814
Founded in 1838, Mauritius Commercial Bank is celebrating the official launch of the Everest Customer Complaint Tracking solution to track and resolve customer complaints across all bank operations.
“MCB launched the Everest software in September 2010 to commemorate the bank’s 172nd birthday,” commented Nicole De Maroussem, MCB Service Quality Assurance Specialist.
The launch of Everest was an important milestone for Service Quality at the bank because complaints are not just problems to be solved, but opportunities to improve. Everest includes extensive real-time reports and charts useful for Regional Managers, Service Quality and Senior Management. The software was deployed very quickly at MCB, just 30 days after it was installed.
The Everest Employee Portal enables anyone who works at the bank to quickly submit a new concern via the corporate intranet. One of the challenges that was met with the software’s built-in configuration was to route newly submitted concerns at the branch level directly to a regional branch manager. Debit and credit card related problems get routed to Card Services and other Concern Types are routed by the software accordingly. A unique tracking number is produced immediately on-screen for each new submission which is then visible in the software’s main menu for the appropriate manager who is also usually the Concern Owner responsible for resolving the problem.
The Customer Portal will function in much the same manner as the Employee Portal, but it is available directly to MCB customers visiting the MCB web site or using the bank’s online banking services.
“Customers already using online banking services value the convenience of self-service tools that save time. With the Everest Customer Portal, customers can quickly report a problem online anytime day or night, immediately get a tracking number for future reference and be done. This is ideal for financial services,” noted Michael Herzog, Lynk Software Project Manager.
MCB is based in Mauritius, an island nation located East of Africa in the Indian Ocean. To learn more about Mauritius, click here: http://www.mauritius.net
Choosing the Everest product by Lynk Software, MCB valued the vendor’s global experience supporting banks and insurance companies all over the world including companies located in the United States, Canada, the United Kingdom and Australia. To learn more about Mauritius Commercial Bank, click here: http://www.mcb.mu
Share on FacebookIs Your Organization Keeping Valuable Customer Data in Spreadsheets or a Homegrown Access™ Database?
A Common Scenario
One of the most common reasons for buying Everest is to replace spreadsheets, old software or a paper-based process. Our expertise comes from over 40 years of software application development. We understand the trade-off decisions considering in-house software development vs. buying a commercial off-the-shelf solution such as Everest.
Resource Allocation
One of the key factors to consider is project resource allocation. Significant issues to consider include:
The internal resources necessary to create the desired functionality
The talent and resources needed to maintain and update the system
The effort required to become a subject matter expert
The responsibility and resources to keep the system tuned with the latest technical advancements
An internal development team may possess the programming skills and even the lengthy development time required, however the extensive ongoing refinement of Everest keeps it consistently ahead of the pack. With Everest, you get the latest technological advancements, feature enhancements and cross-industry best practices bundled into regular releases of the program. Our focus and software expertise are unmatched because of the simple fact that Everest is all we do at Lynk Software.
Reasons for Change
Is your organization still keeping valuable customer data in various Excel™ spreadsheets or a homegrown Access™
database? Everest is a smart choice for many reasons. Consider the following:
Multiple spreadsheets make consolidated reporting difficult and very time consuming, while inconsistencies can cause numerous errors
Internally developed databases require regular maintenance and are usually over-dependent on a particular individual for advanced procedures or troubleshooting
Data analysis is a time consuming, labor intensive process
Limited functionality and static system design
No internal support or completely outdated technology
Results are displayed or categorized wrong due to inconsistent entries into key data fields
Does not scale well for an expanded scope across multiple departments or multiple locations
Evolution of the business including sales growth, expansion, merger, acquisition or re-organization
Regulatory compliance requirements or industry standards for improving quality
BACKGROUND
The Motor Vehicles Division wanted a database driven solution to track public requests about automobile dealers. What they got was a software solution that far exceeded expectations.
IMMEDIATE RESULTS
ITD selected the Everest software as a replacement for the existing in-house database because it offered the department an opportunity to achieve immediate results.
“The Everest system has already enhanced the efficiency of the department by improving the accuracy of dealership information, streamlining day-to-day processes and providing a central repository of all dealership information,” explained project manager Linda Ford.
IMPROVE PRODUCTIVITY
The new Everest system does far more than addressing public inquiries and concerns about Idaho auto dealers, Ford explained. It tracks enforcement actions against dealers, automates dealer correspondence, streamlines processes and generates reports for management; all with greater efficiency and improved workflow.
Information that previously resided in three or four locations, now will be consolidated into one, easy to access repository.
Source: ITD Transporter News Article by Mel Coulter, published March 12, 2010
http://www.itd.idaho.gov
“I have been in the software industry for almost 30 years. This is the first time that a software company has listened and implemented any of my suggestions. The only way that ever occurred in the past was when I was writing the code. So, I am elated that your company has incorporated my suggestions into their release. Please share my kudos with everyone else that was involved.”
Regards,
Paul Burkhardt
Application Support Analyst – MIS
Velcro USA Inc.
Thank you, Paul. Your compliment was so well received, we wanted to share it with our blog readers. ~Lynk Team
Share on FacebookHow does customer complaint tracking relate to employee accountability?
Through recent communication with Everest customers, we have discovered a surprising benefit associated with tracking customer complaints. Because every notification about customer or product issues is recorded in the Everest database, managers are finding employee responsiveness and accountability levels soaring.
One enthusiastic customer shared, “No one can say, ‘I didn’t know about it’ because the notification is recorded in Everest.”
Employees from different departments are now able to complete their action items and record the completed status in Everest. As a result of this improved internal communication and accountability, organizations can work together like well-tuned machines.
Accountability is essential to employee engagement. What gets measured is what gets done. Ownership, due dates, automatic email reminders, action tracking and real-time reporting are a few of the specific software features that reinforce individual accountability in Everest. WIth little or no added effort required by management, those who use the Everest software tend to be passionate and engaged in their work.
The feelings of accomplishment that result encourage employees to look above routine tasks to make extra effort which directly improves the overall welfare of the business. Most importantly, the easiest way to cultivate passionate, engaged customers is with passionate, engaged employees.
We are pleasantly surprised at how much Everest is helping departments work together so seamlessly. This has always been the idea behind our complaint resolution software, but to hear it over and over again from customers is highly rewarding.
Share on FacebookWe want to share a simple short list of the top software features our customers love about the Everest software solution. The four favorite features of Everest are:
1. Automatic Email Reminders
Users automatically receive email messages to trigger a helpful reminder based on the due dates for a pending concern or action item.
There are 3 tiers of reminders available:
• Reminder = email message triggered before a due date, sent to Owner
• Past Due = email message triggered after a due date, sent to Owner
• Escalation = email message triggered after a due date, sent to Owner’s Manager
“Our turn-around time for customer response dropped from 20 days to two days.”
- Zetex Semiconductor
2. Built-in Configuration
One of the main reasons customers choose Everest is because of the extensive built-in configuration options all organized in point-and-click menus. This is how the same Everest software product transforms into a very unique solution for every customer. Button titles, data names, fields, drop-down classifications and templates are easily tailored for each installation.
“We have implemented the complaint management system across all of OneSteel Manufacturing units in a timetable that I did not imagine possible.”
- OneSteel
3. Notification Templates
Printed or emailed letters based on pre-defined templates ensure consistency in all formal customer communication. Automatic keyword insertion allows specific information from the database to be inserted into the text area of the message.
“For our consumers, Everest has probably made the biggest overall impact. The letters or emails that our consumers receive are so much easier to do now that Everest allows us to drop all the significant information into over 30 frame letters that contain some of our favorite language that we use to start a consumer letter.”
- Red Gold Tomatoes
4. Reports and Charts
Everest includes dozens of standard reports and charts with optional selection criteria for dates, status, locations or departments. Charts include a double-click drill-down feature to instantly explore how the data is related. See chart details with the totals for customers, concern types, products, product groups and reason codes.
“The Everest software provides our staff and clinicians with real-time, accurate and actionable information essential to quality patient care.”
- WellStar Health System
Add your own comment below and tell us what you like best about Everest. . .
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Not that long ago customer complaints were viewed as, well, a nuisance. Then came the quality movement and we all realized that in order to improve we need to pay attention to what’s going wrong as well as what’s going right. As we were adjusting our attitudes toward complaints and those who make them, A Complaint is a Gift came along. This refreshing book by Janelle Barlow and Claus Moller offered us a new way to look at complaints and serves as a reminder that feedback from customers, while sometimes hard to hear, is a growth opportunity.
The first edition of A Complaint is a Gift (1996) introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied or buried, but are instead valuable pieces of feedback that can be used to improve an organization’s products and services. The new edition (2008) has been thoroughly revised and updated. View the FREE excerpt here.
A Complaint is a Gift urges us to remember the following:
- Complaints are gold nuggets covered in dirt. Once you clean off the dirt (emotion and negativity) they can be used to strengthen the customer relationship and increase profit.
- Organizations receive the most honest and valuable feedback from complaints, which are way more valuable than costly market research.
- Customers either complain or go elsewhere. Those who complain are giving the organization another chance.
- Less is not more when it comes to complaints. Trying to lower the number of monthly complaints is missing the boat completely. It’s like telling a loved one to only communicate with you when their happy… No connection, no relationship.
Welcoming complaints and getting to the gold nugget with compassionate listening is a solid first step. Organizations that use this information to improve bring the complaint full circle by using a product like Everest to capture the information and use it to solve the root problem. Using customer feedback to drive improvement is the most effective way organizations can thrive. This approach not only provides the information needed to ensure quality products or services, it also provides an opportunity to build a lasting relationship with the customer. I think Barlow and Moller were on to something – a complaint truly is a gift.
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On April 15, 2009 CB Holding appointed Sam Borgese as CEO. Mr. Borgese was formerly the CEO of Catalina Restaurant Group, parent of the Coco’s and Carrows restaurant chains in California. Catalina Restaurant Group has been a long time Everest customer. The Everest software is used by customer relations to track guest feedback with assignment to regional managers and detailed managment reports. CB Holding is the parent of three restaurant brands:
Related Links:
Nation’s Restaurant News Story
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