eCustRel - Optimize Performance

Companies spend millions of dollars each year on customer relationship tools and employee training, hoping to create satisfied and loyal customers. Unfortunately, most can’t tell if their investments are paying off, let alone what they need to do to achieve a ROI.

eCustRel is an enterprise-level software application that automates the collection of customer feedback and delivers critical, customer-centric information to the right people in the organization, at the right time, providing targeted training modules and improvement strategies to support immediate action.

The eCustRel solution is specifically designed to monitor and improve frontline employee performance and customer processes. The benefits are substantial.

Employee Accountability
Customer Retention & Recovery
Focused Improvement

No other method can achieve the same results.

Superior to commonly used monitoring methods
eCustRel	· Captures customers’ perspective and experiences. · Structured, real time data supports actionable information. · Cost effective, automated surveys and response capturing. · Results tied to specific profit drivers for ROI metrics.
Mystery Shopper	· Focus on objective measures such as proper use of displays, uniform, etc. · Expensive to capture sufficient numbers. · Responses are not based on customers’ perceptions.
Marketing Surveys	· Costly to capture meaningful numbers. · Interviewer may inadvertently bias responses. · Customers are less likely to express their true feelings when speaking with a live person.
Complaint Hotlines	· Primarily used by customers to vent frustrations and decrease dissatisfaction. · Most responses are negative information rather than true cross-section of customer reactions. · Data is unstructured and can cover virtually any topic making analysis difficult.