CustomerSat Announces Survey Action Management Enabling Enterprises to Save At-Risk Customers and Secure Recurring Revenues(email this article)

Mountain View, CA — Sept. 25, 2003 — CustomerSat (Company Profile, Past Stories, Case Studies), Inc., the leader in real-time feedback analytics and intelligence, today announced major new capabilities called Action Management that help enterprises coordinate and drive enterprise-wide action resulting from survey feedback.

Part of CustomerSat’s Enterprise Experience Management (ECEM™) system 6, Action Management automatically opens, assigns, and manages cases using business rules based on survey responses.  Case managers and other team members to whom cases are assigned are immediately notified by email alerts. Through secure, online CustomerSat portals, team members can share case information, coordinate actions, monitor case progress, agree when a case has been addressed, and reach closure with customers.  Cases not closed by specified deadlines can be escalated.

“This new functionality is a valuable addition to our existing CustomerSat automated feedback program, “explains Wendy Whittle, Customer Quality Manager at CSG Systems, “By automatically opening cases based on open customer issues and providing full access to case information across the enterprise, CustomerSat’s Action Management helps to streamline and accelerate action plans in order to better meet customer expectations.  We see this new functionality as a way to effectively manage our company’s actions in such a way that we will ultimately increase our customer’s satisfaction and loyalty.”

CustomerSat Action Management enables executives to:
·       Recognize and address causes of customer dissatisfaction before customers discontinue service or defect to competitors
·       Ensure that concerns and opportunities are dealt with systematically and promptly
·       Speed resolution of concerns and eliminate duplicate effort among departments through online tools and shared information.
As a result, Action Management enables enterprises to:
·       Drive productivity gains
·       Save at-risk customers
·       Secure recurring revenue
·       Build customer loyalty.

“Surveys are useless if they don’t drive action,” said John Chisholm, Chairman & CEO, CustomerSat, Inc. “CustomerSat Action Management enables enterprises to take the right actions promptly and efficiently.”

Virtual Teams Raise Productivity
CustomerSat Action Management lets enterprises set up any number of virtual teams to address customer issues and concerns. Virtual teams can:
·       Cross departmental and geographical boundaries
·       Exist indefinitely or only as long as required to address and close a specific issue
·       Be automatically alerted when issues and concerns assigned to the teams arise.
Virtual teams address cases—customer issues, concerns, or opportunities opened:
·       Automatically by business rules
·       As a result of open-ended survey comments, suggestions, or complaints
·       For any other reasons.

Business Rules Open Cases

CustomerSat Action Management lets users define business rules based on survey responses and known information about customers. Cases are automatically opened when customers’ responses and their information match business rule conditions.  For example, a case called “Eastern region tech support issue with product X” might be opened if customer John Smith’s rating of “Overall satisfaction with technical support” is a 6 or lower on a 10-point scale, he is in the Eastern region, and is using product X. The case might be assigned to team manager Mary Jones with a deadline of 48 hours to address the issue and reach closure with Smith. At the same time, Smith can be alerted via email that a case has been opened to address his concern and that someone will follow up with him. To better understand Smith’s concern, Action Management enables Jones and her team to view Smith’s entire history of survey responses.

About CustomerSat, Inc.

CustomerSat is the leading provider of enterprise solutions for measuring, analyzing, and managing enterprise-wide action responding to real-time customer feedback. With advanced technologies and proven market research techniques, CustomerSat solutions have helped companies such as AMD, BellSouth, CSG, Digital Insight, Kodak, VeriSign, and WebEx take timely action to address customer opportunities and concerns and build high customer retention and profitability.  CustomerSat is headquartered in Mountain View, California.  For news, product demos, and other company information, visit www.CustomerSat.com or call 1.800.372.7772.