Action Management

Your organization takes immediate actions, opens cases, and manages action based on what customers, employees, and other stakeholders in your enterprise do. But since stakeholders’ attitudes and perceptions drive behavior, shouldn’t you also take immediate action, open cases, and manage action based on their attitudes and perceptions?

Absolutely. Action Management, a key feature of CustomerSat Enterprise™, empowers your organization to respond to stakeholder attitudes and perceptions to address their concerns before they take unwanted actions, such as switching to competitors.

CustomerSat Action Management™ provides the comprehensive alerts, assignments, escalation, communications, and closure required to address, promptly and efficiently, dissatisfaction expressed and opportunities suggested by your stakeholders. Action Management ranges from informative alerts emailed to the appropriate employees based on business rules, to comprehensive case management.

Save At-Risk Customers

Comprehensive Action Management treats as a case every individual stakeholder response or segment metric that falls outside of a pre-specified range. A case is an issue or concern specific to an individual or segment that demands attention within a specified time and about which some form of closure will be reached with the stakeholder(s).

Business rules are defined based on survey responses (such as overall satisfaction levels) and stakeholder-descriptive variables (such as the amount of revenue a customer has generated in the last twelve months). If responses match business rule conditions, cases are automatically opened and assigned a deadline. Cases are either automatically assigned based on business rules to teams or individuals, or sent to a case manager who decides to whom they should be assigned.

Cases may also generate email messages to the respondents, alerting them that the cases have been opened and that individuals or teams will follow up with them. An individual or team may follow up with either an immediate solution or a longer-term plan to address the concern or issue. If a case is not closed within a designated time, an alert may be generated to a manager and the case is escalated.

As a result, CustomerSat Action Management:

• Assures that concerns and opportunities are dealt with systematically
• Builds loyalty and commitment
• Helps protect recurring revenue.

A simpler form of action management, Action Alerts, immediately notify the right people throughout your organization of stakeholder concerns and opportunities through informative email messages. Action Alerts may accompany Action Management cases.

Action Management Features

Powerful Rule Designer

The Action Management Rule Designer lets you define business rules, from simple to complex, based on survey responses, response descriptors (uploaded variables). Rules may contain complex Boolean conditions such as:

IF overall satisfaction is less that 5, AND contact me is not equal NO, AND (product is (avionics OR instrumentation)) OR (product is (software OR hardware OR media), AND location is (Central Region OR Eastern Region)), THEN…

Rules can be used to:

• Filter reports to include only responses meeting conditions defined by the rules
• Automatically send email alerts to any number of recipients as soon as a response has been received
• Automatically open a case to track and monitor actions taken as a result of receiving a response.

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Action Alert Templates

Action Alert templates let users define the contents of email messages sent as soon as survey responses are received that match conditions defined using the Rule Designer.

Action Alert Templates let you specify:

• Conditions that trigger alerts
• Sender and recipients of the alert (From, To, and cc: addresses)
• Email subject, message text, and optional links allowing recipients to quickly view entire survey responses that triggered alerts.

Action Alerts are completely customizable and can contain any combination of text, respondent descriptors (uploaded variables), and survey responses.

Alert Management and Reporting

Convenient online management tools and reports allow you to:

• View all alerts that have been defined for each survey, including alert name, triggering rules, and number of alert messages generated for each alert condition
• View full text of responses that generated alerts
• Create, modify, and delete alerts.

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Case Templates

Case Templates automatically open cases triggered by responses meeting the conditions of business rules defined using Rule Designer.

Case Templates let you specify:

• Name of case, case manager, and case team members
• Rules specifying customizable alerts emailed when cases are opened, closed, overdue, or modified
• User-defined case statuses and case categories
• Deadline (target date and time by which case should be closed relative to when it was opened)
• Case data retention periods.

Cases can also be opened based on verbatim responses. Cases may be associated either with the survey or with individual responses.

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Online Alert Reports

When users log onto the CustomerSat system, the number of open and overdue cases for surveys to which they have authorized access is displayed. A single mouse click provides access to summaries and details of users’ open cases.

Action Management Reports

Action Management Reports allow authorized users to view cases by:

• Case Name
• Case Status or Category
• Business Rule used to create the case
• Assigned User
• Date Range.

Case Details

Case Details show all actions associated with a case, including:

• Time the action was taken
• Who performed the action
• Resulting outcome.

Authorized users can create, edit or delete case actions depending upon the access they have been granted to the case.