CFI Platform Overview

How much do you know about the experiences of your customers? CFI Group’s products are designed to help you maximize the value of your most important asset … your customer.

CFI Group’s technology platform combines ongoing monitoring of customer feedback with proprietary analysis tools that deliver insights for action and help your business thrive.

The CFI platform’s three integrated suites and supporting toolset are your one-stop solution to listen, analyze, and respond effectively to customer feedback.

CF Monitor

The CF Monitor suite helps all types of organizations—B2B, B2C, and G2C—listen to customer feedback, 24/7 through multiple channels, including brick-and-mortar locations, call centers, websites, and even employees. With CF Monitor, you can:

• Listen across all channels that touch your customer.
• Solicit responses using time-tested survey and sample management tools.
• Collect meaningful feedback using both industry- and channel-specific modules.

CF Analyze

The CF Analyze suite helps organizations measure what matters using intuitive, ad-hoc analysis tools that make information available in real time, 24/7, from anywhere. With CF Analyze, you can:

• Leverage the science of the American Customer Satisfaction Index (ACSI).
• Benchmark results with industry peers and over 225 companies in the ACSI.
• Add color and clarity to unstructured survey responses and other data.
• Link employee engagement and customer satisfaction to future financial performance.
• Use customer journey mapping to better understand your customer’s experience.

CF Workflow

The CF Workflow suite helps organizations turn insights into action using closed-loop resolution to make sure that customer issues don’t become customer nightmares. With CF Workflow, you can:

• Use email alerts to trigger workflow.
• Create cases automatically, assign responsibility, and track status.
• Move information into the hands of decision makers using push reporting.
• Manage documents across your organization’s hierarchy.
• Facilitate collaboration and secure access to critical information.

CF Workbench

The CF Workbench toolset supports the platform’s three integrated technology suites and helps organizations build effective surveys, manage samples, and preserve the privacy and security of their data and information resources. With CF Workbench, you can:

• Create surveys using questions and templates that support ACSI methodology.
• Configure the reporting and analysis portal to suit your organization.
• Assign roles and hierarchies to manage reporting and workflow.
• Exchange information between the platform and your other operational and financial systems via client data integration APIs.