• Ambulatory Care77 0.0%
  • Consumer Shipping81+1.3%
  • Cooperative Utilities78+2.6%
  • Federal Government68.0+6.4%
  • Hospitals75 0.0%
  • Investor-Owned Utilities75+4.2%
  • Local Government72.5+13.3%
  • Municipal Utilities72+5.9%
  • U.S. Postal Service73 0.0%
Ambulatory Care77 0.0%
Athletic Shoes80+2.6%
Automobiles & Light Vehicles823.8%
Cellular Telephones79+1.3%
Computer Software819.5%
Consumer Shipping81+1.3%
Cooperative Utilities78+2.6%
Credit Unions82.0+1.2%
Department & Discount Stores78+5.4%
Federal Government68.0+6.4%
Fixed-Line Telephone Service70+1.4%
Food Manufacturing83+9.2%
Full-Service Restaurants81-1.2%
Gasoline Service Stations76+1.3%
Health & Personal Care78+6.8%
Health Insurance72.0+4.3%
Hospitals75 0.0%
Internet Investment Services80.0+5.3%
Internet Search Engines & Information76-5.0%
Internet News & Opinion73-1.4%
Internet Retail83+3.8%
Internet Service Providers64+1.6%
Internet Social Media744.2%
Internet Travel Services791.3%
Investor-Owned Utilities75+4.2%
Life Insurance79.0+2.6%
Limited-Service Restaurants79+2.6%
Local Government72.5+13.3%
Household Appliances821.2%
Municipal Utilities72+5.9%
Personal Care & Cleaning Products83+7.8%
Personal Computers781.3%
Property & Casualty Insurance78.0-1.3%
Soft Drinks84+6.3%
Specialty Retail Stores80+3.9%
Subscription Television Service65+3.2%
Telephone service72 0.0%
Televisions & Video Players876.1%
U.S. Postal Service73 0.0%
Wireless Telephone Service71+1.4%

Customer Feedback Insights
Monitor. Analyze. Act.

Case Management

Creating satisfied customers is more than just providing great service. It requires an understanding of the entire customer experience involving all the channels that touch your customers and responsiveness to customer needs.

Case Management provides front-line managers with an effective tool for following up with customers to ensure every interaction with the company is a memorable and positive experience. With continuous customer feedback monitoring and closed-loop resolution, problematic issues won’t result in a poor reference or even worse, a lost customer.

How do you respond to feedback?

Often it is not the particular product or service experience that impacts loyalty, but rather how an organization responds to that experience. Even issues that start as problems can be turned around into a positive experience if handled properly. Responding to customers in a timely manner can make all the difference.

Because Case Management is part of a Customer Feedback Insights platform, it’s always “listening” to customer feedback. As soon as an exceptional event occurs (either positive or negative), an email alert is triggered and a defined workflow process is set in motion. A “case” is automatically created and a service representative is assigned to work the case. At the same time, other individuals can also be notified such as line managers, product or service personnel, and even upper management, depending on the issue and severity. This way true collaboration is enabled to address the case or resolve the issue so that the best solution is brought to the customer.

case management work flow

As each contributor works the case, reporting and visibility is available across the enterprise. When a case is resolved,all interested parties are notified of the resolution and the knowledge gained from the process is stored for both historic purposes and for future use as part of a growing knowledge base.

Customer Feedback Insights Platform

Case Management is part of the CF Workflow suite of CFI Group’s technology platform. This platform provides continuous monitoring of the customer experience across multiple channels and provides insights for action based on customer feedback.

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