Turning Data into Actions for Enhanced Service Quality
While modern enterprises are introducing new products and services to remain competitive, it is their service quality that eventually emerges as the deal-breaker. But in today’s world where firms are expanding their partner network and generating humongous data, the service quality and the overall customer experience (CX) suffer due to segmented networks, isolated business systems, and siloed processes. Be it a hospital group or a logistics firm with global supply chain partners, a company needs to be connected to have its finger on the pulse of the target audience from end-to-end – not only at their frontdesk, but throughout the entire operations. The situation calls for a solution that allows an organization to collect feedback at different touchpoints as well as operational process data in real-time to combine it for rich insights and informed decision-making.
Service Quality Improvement with Spectos – How it Works
Spectos is helping companies understand, measure, monitor the KPIs critical to service quality by continuously collecting, aggregating and analyzing quality indicators such as transit times and meshing it with customer feedback, collected through multiple touchpoints. At the core stands the Spectos Real-Time Performance Management Suite™(RTPM Suite), an SaaS platform with services and modules for the ongoing monitoring of business-relevant information in real-time. Based on the Six Sigma concept, the Spectos RTPM Suite allows companies to close the gap between performance analysis and corresponding action to improve service quality.
“We support service industries with high quality requirements to implement systems for the continuous monitoring and improvement of service quality, CX being one important building block ,” says Niels Delater, Founder and CEO of Spectos. The company uses innovative technologies to combine the voice of the customer captured in the Enterprise Feedback Management System with operational data from ERP and CRM systems and sensor data gathered from real-time tracking, RFID, and Wi-Fi systems, which are managed through an internal sensor service. The performance data is then validated, standardized, and enhanced with additional content (such as process data) for deep analytics and KPIs. The insights are delivered in the form of performance reports to users through personalized cockpits and process visualization dashboards built into the Spectos RTPM suite. The dashboards alert clients on service delivery and compliance deviations based on the predefined KPIs. With rich insights, decision-makers can take targeted actions to improve business operations and service quality on a long-term basis.
To nip customer dissatisfaction in the bud, Spectos offers Social Media Monitoring services through which it makes its clients aware of the customer demands and customer satisfaction with the quality of services around their products to improve. The company also handles questions, error reports, and all the customer concerns as they are posted on the mobile and web platforms.
With a team of industry experts with international backgrounds and a variety of refined skills, Spectos has made a huge impact in different service industries with high quality requirements. A certified partner of TÜV SÜD and a member of ESOMAR, Spectos addresses clients’ needs using agile techniques. For the logistics industry, it has developed intelligent performance measurement solutions using mobile networks, Wi-Fi, and RFID. These solutions help logistics companies improve their planning and supply chain execution, which, in turn, leads to better customer service. In healthcare, Spectos has built a multimedia survey system to help AMEOS Group, a Swiss hospital group, continuously monitor and increase patient and staff satisfaction across the DACH (Germany, Austria and Switzerland) region. Spectos’ RTPM™ platform has enabled VietJet Air, an international low-cost airline, to continuously monitor the key service quality factors and meet customer demands. VietJet Air could streamline, connect, and monitor customer satisfaction at its customer services department by using the Spectos Real-Time Performance Management™ suite customized to its unique needs.
Spectos is currently focusing on a smart city initiative called Data 4 City with the goal to enroll residents and citizens in the development of their city. To this end, an app has been developed to mesh geo-local information with sensor data. The company is also investing in newer technologies to develop its Real-Time Performance Management solutions for different use cases in several industries.
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Note: This article was first published by CIO Applications Europe.