Can’t See the Wood for the Trees?

Picture this; Mrs Lloyd puts in a written claim to her insurance provider. Two days later she calls to chase them, but the call centre agent can’t help her. Her letter was sent to Aberdeen, but her call went through to Bristol. She sends an email instead. The same thing happens again.

The result? Mrs Lloyd vents her frustration on Twitter and votes with her feet at the earliest opportunity; having wasted her time and company man hours too.

The issue here is that many organisations capture data on customers across multiple billing, finance and ERP systems as well as external CRM software, digital and social media channels. It’s expensive, inefficient and puts a strain on the customer experience.

How to master the single customer view

Portal’s aim is to help you integrate all the information you hold on a customer under their name in a single view and in an intuitive way that supports the wider business goals and delivers quick results:

• Increased first call resolutions figures
• Reduced costs and inefficiency
• Deepened customer insight
• Effective tracking of marketing and campaign performance
• Improved customer experience with quicker service, more timely and appropriate offers

We have a number of different sophisticated solutions to meet the challenge of the single customer view, tailored to your organisational goals and flexible so they can grow and change with your business.

To learn about more powerful customer experience solutions sign up for free resources on the left hand side of this page or get in touch with us today.