“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

Previously using a paper based system to track customer feedback, Jim Seabright, Manager for the FAA Planning and Systems Development Group, said it took weeks and sometimes months to respond to customer inquiries. In 2006, NACO, The National Aeronautical Charting Office, originally implemented Everest. Now a part of AeroNav Services, NACO provides nearly 200 visual flight charts, as well as airport directories and various terminal products, and it is critical that they are able to respond to pilot’s questions or concerns regarding aeronautical charts.

Achieving a dramatic improvement in turnaround times, customers now hear back from AeroNav Services within one to three days. For more information about FAA AeroNav Services http://www.faa.gov

Looking at customer feedback via Everest charts and reports is also a priority for AeroNav Services, which is committed to service quality and safety. Compiling the data for review used to take one to two employees nearly two weeks. In Everest, a member of the team can capture the data quickly and display it in multiple reports and charts for easy review.

The FAA’s IT department estimated that it would take 18 months to develop a system to track customer feedback – too much time to lose valuable data according to Jim. Instead, they were able to purchase Everest, customize it to meet there needs, and train the staff in less than two months. According to Jim, “The first six weeks of imputing concerns in the Everest system, we were already receiving reports and fixing areas where we were not adequately getting back to some of our customers.”

Building upon the success of the original implementation of Everest, the system was substainally reconfigured and expanded to serve the full scope of AeroNav Services.

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

Most of us have become more frugal during the past several years of economic uncertainty. These days, people are spending more money on experiences that build memories than on toys and gadgets. We are thinking longer and harder about what to buy. And service – good service – has never been more important.

Manufacturers and retailers are keenly aware of this shift in spending, and are therefore finding creative ways to connect with customers. Wal-Mart – an Everest customer – responded to the change in consumer spending by marketing experiences such as game boards and other items one would need for home entertainment or “staycations.”

Research shows that strong relationships bring more happiness than having, or even spending, money. What this means for business in the new economy is that we need to be connecting with our customers more than ever.

At Lynk Software, making our customers happy makes us happy. But we are really in the business of helping our customers make their customers happy. Everest is a means to that end. Having easy access to critical information, Everest users are able to show genuine concern by demonstrating that the company cares enough to track customer feedback and make changes as a result.

The changes in consumer spending are likely here to stay, and are positive and healthy for the most part. As mindful consumption continues to replace conspicuous consumption, the opportunity for business lies in building relationships that last.

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

Share on Facebook ]]> http://blog.lynksoftware.com/2010/07/where-are-you-keeping/feed/ 0 http://blog.lynksoftware.com/2010/07/sustainable-customer-service/ http://blog.lynksoftware.com/2010/07/sustainable-customer-service/#comments Tue, 13 Jul 2010 20:57:02 +0000 KK http://blog.lynksoftware.com/?p=263 We all know how stressful customer service can be. Whether it’s a patient, a client or a consumer, providing excellent service can take a toll on your energy. While Everest makes it a lot easier to access customer data and respond with quick information, here are some more tips for staying resilient and positive:

• Breathe – Of course you’re breathing, but are you getting enough oxygen? Shallow breathing tells the body that you are stressed and can actually invoke the fight or flight response! The moment you feel stressed, take a deep breath and continue to breathe deeply throughout the day.

• Be Charitable when Making Assumptions – The thing about human nature is that when we don’t know the whole story we fill in the blanks – in other words, we make stuff up to help us feel secure. So instead of assuming that a difficult customer is just plain rude, fill in the blanks with a different story. Maybe the person doesn’t feel well, or perhaps she was just treated poorly by another company and is at her wits end.

• Drink Lots of Water - Dehydration can make you feel lethargic. You may not even be aware that you’re thirsty, but being parched tends to diminish coping skills, making you less able to think clearly and act with patience and understanding.

If you think about it, when you have enough energy, life is easier – and so are the people we encounter each day. At Lynk Software, we are happy to offer workshops on providing sustainable customer service as part of our commitment to help our customers – and their customers – thrive.

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.

 CASE STUDY

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

Everest: Customer Focused Quality – a software solution that captures customer communication and concerns while managing work flow – helps organizations utilize the Balanced Scorecard approach by streamlining internal business processes and creating a customer focused culture.

The four Balanced Scorecard perspectives include: Learning and Growth; Business Process; Customer; and Financial.

The Learning and Growth Perspective Everest promotes a learning and growth culture. Fully utilized, it drives daily activities and reveals opportunities for employee training.
 

The Business Process Perspective

The seamless communication between employees and departments that Everest facilitates optimizes organizational efficiency. This is accomplished by increasing the speed that employees receive information necessary to solve internal and customer problems.

Everest falls into the Baldrige Criteria of a High Performance Work System, which is a technological tool that facilitates productivity in fast paced, high volume environments.

Internal business processes are easily evaluated in Everest by tracking the various categories of internal complaints. This reveals how efficient the organization is running and how well their products and services align to customer requirements.

The Customer Perspective

The core capability of Everest lies within its ability to capture essential customer information, put it into meaningful categories, and visibly display this information to management at any given time.

Email reminders and follow-up prompts provide workflow assistance to employees on both proactive and follow-up communication with customers.
Trending capabilities highlight opportunities for continuous improvement, ensuring that the voice of the customer is being heard and acted upon.

The Financial Perspective

In addition to improving the bottom-line through increased efficiency, enhanced quality and higher customer retention. Everest increases visibility of situations that may require involvement from risk management in order to prevent potential loss.

Designated versus Concurrent Users

With Everest web, any user can log on and report a customer complaint, concern or compliment from any computer. This is a big leap from the days when the software needed to be installed on each computer and assigned to designated users.

Ease of Installation

IT departments appreciate that the days of installing and updating individual computers are quickly becoming a thing of the past. Some organizations take this a step further and choose to have us provide the hosting.

Customers with current support agreements are eligible to upgrade any time. Those with expired support agreements are encouraged to renew and upgrade as well.

Communication strategies geared toward cultivating a positive work environment are also emphasised. According to research by The Best Place To Work Institute, “trust between managers and employees is the primary defining characteristic of the very best workplaces.”

Creating a trusting and energized work environment translates directly to the customer. Happy employees make happy customers, and we feel that’s a goal worth pursuing.