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Customer case management provides systematic insights on service recovery improvements

Ashley Edgar | Jul 25, 2019 Ashley Edgar 07/25/19

In order for your customer experience management (CEM) program to have any real impact, you have to be open to change. Brands with staying power are the ones that turn customer feedback into an opportunity to learn and do better next time. And with 1 in 3 customers saying they will leave a brand they love after one bad experience, the pressure is on to identify customer issues fast, respond immediately, and provide a timely and painless resolution.

In a previous blog, we discussed 3 ways case management drives customer loyalty and business outcomes. Next we’ll look at how case management goes beyond helping resolve customer issues by providing systematic insights on how to improve your overall recovery process.


Goal-oriented resolution shows where you’re winning + where to grow

With a comprehensive case management solution, all customer issues are tracked so you can keep an eye on progress and see it through to final resolution. On top of that, time-to-resolve metrics help you and your team stay on-track toward response goal times so you can be sure each case is being resolved in a timely manner.

The visual, color-coded time metrics on the smg360® dashboard provide a quick snapshot of resolution stats—including average resolution time and counts of escalated, unresolved, and resolved cases. This helps paint a clearer picture of where you are succeeding and where your efforts should be directed. Does your team need to work on quicker responses? Is there a gap in communication where actions are falling through the cracks? Case management provides these answers so you can prioritize and take immediate action.

 

 

Transparency to your close-the-loop process drives front-line engagement

Case management provides insight into how well your organization is handling customer issues, how those problems are being resolved, and how you can improve the process. Customer complaints are a great learning tool—these real-life examples can serve as coaching situations for your field teams so they can do better next time. Having access to an organized, easy-to-use system that tracks customer issues from onset to resolution will give your brand the competitive advantage it needs to come out on top.

The best way to keep field-team associates motivated is to shed light on the tangible, day-to-day impact of an efficient close-the-loop process. Provide splash pages, infographics, or monthly newsletters to keep everyone up-to-speed on customer recovery efforts.


Your CEM program with case management vs. without

To recap, let’s take a look at a few benefits of implementing a formal case management process:

  • Access to an all-inclusive multi-sourced case management hub
  • In-platform response that provides quick, consistent, and transparent communication
  • Time-to-resolve metrics that promote accountability within your team
  • Loyal customers who are likely to return + recommend your brand
  • Many, many more…

 

Without case management, you get:

  • Wasted time with an inability to automate or streamline customer complaints
  • A cookie-cutter system that lacks flexibility to fit your organization’s needs
  • No visibility into what works or didn’t work in customer recovery efforts
  • Loss of customer loyalty to a competitor with stronger closed-loop capabilities
  • Nothing more

 

To drive real change, brands need to streamline and resolve customer issues—fast. Learn how case management can help you improve your service recovery process by downloading our best practice guide Close the loop: 5 ways to resolve customer issues + drive loyalty.


Ashley Edgar | Director, Product Implementation