Customer service is the backbone of customer relationship. An organisation with iterative customer service can improve the customer satisfaction. Identifying problems affecting the customer services include not only delays in delivery but also response time towards information requests, complaints and claims. Customer relationship management also has to set priorities of services for key customer profiles and allocate resources accordingly, so that profitable customer issues are addressed first. Also, customer service experiences need to be conveyed to the concerned departments in organisation to address causes of issues at grass root level.

The Business Intelligence Advantage

• Plays role of a barometer of company’s policy of customer services.
• Bring excellence in customer experience based on key performance areas of customer relationship management.
• Analyse the on-time delivery ratios to help define your objectives and achieve them with minimum deviation.
• Categorize and track information on suggestions, complaints and claims to help gauge and minimize the gravity of various customer satisfaction risks.
• Analyse number of complaints and service calls, order status like failed/ordered/cancelled/executed and also claims for payments/settlements.
• Evaluate customer service against industry standards by measuring response timeliness affecting satisfaction of its customers and reduce performance-threatening risks.
• Quantify issues related to customer services and costs thereof like average call costs and customer retention ratios.