Identifying Issues before they become problems
Get a single view of tasks which need urgent attention and the key issues which consumers are contacting you about.
SmartResponse includes lots of features that help you to see where key issues are arising from consumer contacts. In an environment where multiple users are entering contact details, ongoing consumer satisfaction or quality problems can sometimes be missed:
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SmartResponse “Home Page” displays key data about the top issues that you are seeing. This is configurable to suit the needs of different departments, but a typical home page will show top 10 issues within the last month by product and reason, as well as a count of contacts entered over the past week, month and year. An individual user will also see a link to the last 5 cases that they accessed. Clicking on any of these hyper-links on the home page will let you drill down to case data.
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The SmartResponse Alerts Manager allows an administrator to set up alerts which warn all users if particular conditions occur. Alerts can be customised by the administrator to suit business requirements and typically take the form of “if we receive more than x incidents related to a specified product/wrapper code/reason, alert the SmartResponse user when records are entered”
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SmartResponse can also be configured to warn users when new contacts are entered with a post code matching records already in the database. In addition, flagged post codes can be stored in a post code alerts table, and users will be alerted if any new contacts are entered which match entries stored there.
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