Customer touchpoint module

Gartner studies have recognised the difficulty in providing actionable data for front end staff that is meaningful and can be utilised to develop loyalty. Whilst organisations may calculate profitability, availability of this information to key staff often is not undertaken.

The Customer Touchpoint Module facilitates a centralised and consolidated perspective of customers at the front end user level. The capability to provide these key users with accurate, timely and appropriate information enables greater engagement with customers, and the delivery of consistent touchpoint experiences.

This module includes Customer Details, Customer Offer & Incentives, Consultant Online Retention Statistics, Call Action Queue, Retention Savings Calculator, Outbound Capability, Help, Customer Offer & Incentives History, Customer Save Functionality, Customer Close Functionality, Letter & Brochure Function, Call Scheduler, Call Origin Capture and Closure Reason Capture submodules.

Customer offer & incentives

This module provides a list of incentives, as calculated by iRetain^© to be the most optimal for each customer, to facilitate the capability for an organisation to preset the level of resources expended in retaining each customer segment.

Retention savings calculator

This tool displays forecast customer revenue and the profitability implications of each customer offer or incentive. This assists consultants and front end staff to save customers using the most appropriate and cost effective incentives.

Closure reason capture

This module captures customer call reason and competitor details. Data can be used to provide statistical details for feedback into marketing models enhancing the efficiency and effectiveness of marketing programs and campaigns.

Customer details

This module is a function rich customer information display used by the frontline retention consultants such as Call Centre staff. The administrator can configure which fields/data are to displayed, and set presentation parameters to incorporate your company's look and feel including colours and branding.

Customer save functionality

This module includes functions to record saved customer information and integrate with your core system to automatically complete all resulting actions.

Customer offer & incentive history

The Customer Offer & Incentive History Module provides a log of previously offered incentives and their uptake statistics for each customer.

Letter & brochure function

The Letter & Brochure Module displays existing letter and brochure definitions. This provides a manual ordering function in addition to the automated triggering that can be set up for nominated actions.

Customer close functionality

This module marks customers as closed and can be configured to execute specific actions via an interface to your core system functions.

Outbound capability

The Outbound Capability Module maintains lists of scheduled customer call backs. Filters available include date, time and state. It can also be used to manage proactive outbound campaigns.

Call origin capture

Call scheduler

Call action queue

The Call Action Queue Module contains a complete history of customer contact outcomes. By default, only incomplete items requiring intervention are displayed.

For installations using a fully automated interface, queue entries will only appear if the core interfacing system is unavailable for auto completion of all actions.

Consultant online retention statistics

For more information