Confirmit—Providing Insight for Operations and IT
Operations and IT teams no longer purely provide back-office functions consumed only by internal customers. Increasingly, it is vital that these departments understand how they impact the customer experience and take steps to deliver streamlined, robust and scalable solutions to all their customers—internal and external.
How do you Support Your Company's Customer Experience Aspirations?
A focus on customer-centricity at all points of a business means that the customer is no longer the sole preserve of frontline service and sales teams. The systems and processes that you manage contribute directly to the customer experience, so how do you understand where you can drive efficiencies and generate value?
Enabling Your Team to Deliver More
Internal processes that only make sense to your business or legacy systems are often at the heart of customer frustrations. Use the Voice of the Customer to identify complex or redundant processes so that you can design your systems with the customer experience in mind.
Drive Change and Innovation
When you are constantly involved in the day-to-day maintenance of your systems, you might miss opportunities to create something new. Customer and employee feedback can help you to see new ways of approaching issues and ensure you become an enabler of innovation.
Speedy Problem Resolution
If a system fails—within your website, payment process or logistics strategy for example—you can quickly identify where the problem lies by using aggregated alerting which identifies when customer satisfaction with a particular process falls below a defined threshold.
Powerful Solutions for Operations and IT
Tailored and Dynamic Reporting
Confirmit's dashboard reporting ensures that you only view the data that will drive decision-making within your area. Correlate key processes with customer satisfaction data, so you can pinpoint areas where investment will drive ROI.
Create thresholds that define a minimum acceptable level of performance. When customer satisfaction with that process drops below your threshold, Confirmit's Alerts Management Console will tell you that you need to take action. While customer service manages individual customers, you resolve the underlying issue, preventing further problems.
What our customers have to say
"Our clients expect a premium service from us and, by using Confirmit Horizons, we are able to deliver just that"
Crispin Beale, Chief Executive, Facts International
"Confirmit Horizons also offered us total flexibility in how we structure our surveys and the data collection methods we use."
Rick Yarrow, Managing Director, ExpertEye