ermTrack

As a Customer Service Manager, you know...

As customer service manager you have to keep track of the levels of service that you and your staff are delivering. There are naturally many challenges in this area and often it is hard to document the results.

You are probably very aware that customers receive much better service if they call instead of sending enquiries electronically, this is usually related to the fact that tools to handle electronic enquiries simply don’t exist or are just not good enough. eTrack gives you the opportunity to record and document the results, to offer improved customer service and naturally to identify problem areas that can then be addressed.

When you call a company you expect the telephone to be answered, when you visit a company you expect that a receptionist or assistant will help you, when you write an e-mail or complete a web based form you are often lucky if you get an answer within a day.

eTrack is a unique application, that “will answer the call within 3 rings” and “receive your visitors in reception” - it gives you the tools to handle the ever increasing number of electronic enquiries, improve the service levels and at the same time allow the business to give better and quicker responses to your customers.

With eTrack service levels for electronic enquiries are improved and customer satisfaction is greatly improved by providing both a “Thank you for your enquiry – you can expect an answer by XXXXXX” email and a “We are sorry that you have not yet received an answer within the expected time, however we will provide one as soon as possible” email if the service time goal (of e.g. 4 hours) is exceeded. In all cases the customer remains aware of the situation and consequently feels more confident.

eTrack Monitor
Monitor exactly how much is each que - how in the world do you live without it!

The “eTrack Service Interface” used by all the companies customer service staff, provides easy access to standard replies, current versions of documentation, an overview of all outstanding cases (or enquiries) and for each case provides a historic overview of all incoming and outgoing correspondence related to each enquiry.

When a new enquiry is received by eTrack the enquiry is allocated a unique case identifier, it is categorized and distributed to the appropriate department or user, the case is then listed in the order that it should be answered (based on the service level for the enquiry).

Enquires can then be answered by selecting standard reply templates, which can contain attachments, or with a free format replies. In both cases standard headers and footers are added to the message reducing the amount of time composing the reply.

The simple web based interface is easy to use and can be used with very minimal training.

In most cases, you can be up and running with an eTrack system within a week.

If you would like to see a presentation of the system, please feel free to Contact Us.

Other Resources:
Benefits of using eTrack
Testimonials and Case Studies