"It’s a great tool for department managers to be accountable to promptly address and resolve customer complaints and measure and coach their technicians when appropriate."
Susan Sarno, Customer Service and Marketing Manager A.B. May
Your customers make a purchase online or in your brick-and-mortar store, participate through online chat or over the phone. Field service technicians complete onsite services and complete a questionnaire. A student completes a class.
Your customer or employee completes a survey online, on paper or on Mobile Devices. Once submitted, responses automatically updates the ActionTracker™ based on their response or score, assigns a manager, and notifies key stakeholder via email.
ActionTracker™ will effectively track all employee/customer communications, capture resolution activities including emails and attachments, enter notes into the Action Item, and schedule meetings through Microsoft Outlook integration.
Take advantage of the ActionTracker™ Scorecard to easily track your high performing techs, employees, or locations. Discover weaknesses with your lower performing employees or locations and then coach and document their progress.
Create status codes to track the life cycle of action items. Continually update your open action items until they are marked complete, but once completed, they cannot be modified. Each activity is date/time stamped by user for a complete audit trail.
Management can view user login times and lengths as well as issue activity from a single screen. Other views include issue codes, priorities, and next steps. There are also several easy-to-export charts for analyzing all surveys.
Don’t wait weeks or months to respond to a customer’s survey response. Do it now with ActionTracker™. When a survey response is completed, the ActionTracker™ can automatically assign your staff based on powerful criteria. Review all your data from a single program and even export your analyses.
They knew listening was important, but following-through was an issue. ActionTracker™ eliminated their need to use spreadsheets for managing customer comments. Management now has full visibility.
They had responses, but it was too much to handle. Using the automated follow-through, they were now able to rapidly respond to each customer. Management can now monitor from start to resolution.
A family-owned business avoided being spread too thin. Using the ActionTracker™ Scorecard, this business was able to monitor customer experience throughout their stores, without travel expenses.