Identification of any dissatisfied customer immediately after contact allows actions to be taken that may improve their experience in future contacts with the organisation.
Through alert and notification mechanisms, PS HORIZON delivers key information regarding customers for whom additional supporting actions are required. This information together with the conduct and management of problem cases is available in a single, unified environment. This not only helps facilitate supervision of current cases but also allows for the assessment of the customer representative. Efficient monitoring and management of this area significantly contributes to reduction in customer churn and increases customer satisfaction.