In a particularly competitive economic context, an enterprise must permanently survey its market. The level of satisfaction expressed by clients is a key component of the performance and competitiveness of a company. WysuForms Customer Relationship collect and analyze information expressed by customers, which enables to better meet their expectations and build their loyalty. The knowledge of these strategic information and data will also permit to anticipate both problems and trends, to better understand actual changes, and finally to detect new market opportunities.
Goals of the WysuForms Customer Relations Solution
This solution enables companies to implement a system of interviews for actual and prospective customers and it is intented to:
- Build customer loyalty
- Better exploit the commercial potential of each customer
- Improve the quality of customer service
- Provide information to CRM balanced scorecard and for decision making concerning the business
- Detect new markets and business opportunities
Introduction to the WysuForms Customer Relationship Solution
WysuForms Customer Relations automates the management of surveys – the collection and processing of data – intended to customers:
Regular Interviews: (monthly, biannual) conducted with a sample pool of your customer group to assess the general satisfaction level of your clients. This process provides you essential strategic information for the management of your activity.
Interviews during events: each exchange, each interaction between the enterprise and its customers is an opportunity to obtain operational information useful to audit the quality of customer service and react in real time.
Events that may trigger the creation of a survey are: the acquisition of a new client, the delivery of a product or a service, a call to customer service, the termination or the non renewal of a contract…
In both instances, the balanced scorecards allow you to follow the evolution of the satisfaction level and to establish a comparison among activities, products, geographical establishment, profit centers, etc…
Automatic Alerts: processing responses individually is useful to generate e-mail alerts, which are sent automatically to the relevant services and people. The enterprises are informed in real time of business opportunities. When a customer expresses a complaint, information is automatically routed to the relevant service and people for a quick resolution.
All information collected with the WysuForms solution can be used by your CRM and Business Intelligence applications. This information is available to:
- Complete and extend customer profile information,
- Expand the balanced scorecards while monitoring customer satisfaction and the quality of your process.
Structure of the Customer Relationship Solution
The solution consists of the WysuForms EFM standard software package, of pre-packaged modules specialized in the management of certain tasks, consulting services for the implementation of feedback procedures, an integration service to implement the solution and connect it to existing ones (CRM and decision support applications, database, etc.) or develop specific modules designed according to the client’s activity.