SynGro CEO Keith Schorah challenges the industry– does the ‘E’ in EFM really mean Enterprise-wide?
SynGro Ltd, a leading provider of intelligent customer feedback management solutions, today unveiled its latest Enterprise Feedback Management (EFM) software suite. The new Intelligent EFM (iEFMTM) portfolio of products and services will benefit organisations by helping them reap a greater return on investment from their engagement with customers.
Underlying the SynGro concept is the ability to drive the right actions leading to the best outcomes in growing the lifetime value of an organisation’s customer base. Unlike any other EFM solution currently on the market, the iEFMTM software suite includes new knowledge management, action orientation and collaboration features aimed at encouraging focused engagement throughout the whole organisation to enhance customer experience.
The following four applications make up the SynGro iEFMTM software suite, each of which can be tailored to meet specific business requirements:
1. iEFMTM Engage, to collect and consolidate customer feedback - including real time reports and dashboards with drill-down capability to quickly identify the root cause of customer dissatisfaction
2. iEFMTM Manage, to distribute reports, analyse and act on the findings - including a closed loop feedback management capability that allows low scores/complaints data to be sent to the person or people within the organisation who are accountable for fixing the problem, ensuring the loop is closed on all queries
3. iEFMTM Learn, to generate best operating practice and share knowledge – including support hubs where staff can access solution documents which can be updated and amended
4. iEFMTM Improve, to create an environment for continual business improvement - including pattern analysis and KPI management functions to identify, manage and rectify large scale issues on a cross-functional project basis, giving visibility of customer issues and their status throughout the organisation, helping to provide a speedy response and improve service
EFM is a system of processes and software that allows organisations to centrally manage customer feedback, whilst enabling the deployment of information across the enterprise. This provides decision makers with important analytical data to increase customer satisfaction and retention and ultimately boost profits. However, Keith Schorah, CEO of SynGro, believes that most EFM vendors currently stop short of providing customers with the full package, and is questioning whether EFM is really delivering what, by definition, it really should be.
He comments: “The analysis of customer feedback and making sure the right processes are put in place to ensure organisations can effectively manage data must be paramount to any EFM solution. It should act as a driver for the technology rather than implementing technology to generate mountains of research, and then thinking about the analysis afterwards. In my experience, most organisations utilise EFM solutions that collect data in a central database and it is then up to the customer to work out who it should go to for analysis within the organisation. Our approach is unique in being entirely ‘intelligence driven’. We engage the whole organisation and our iEFMTM solution maps the data directly to the right people, in real-time, as it is collected. We simplify the process and make it as bespoke as possible.
“Driving action from feedback across the whole organisation is the only way to ensure significant return on investment from customer engagement programmes. As it becomes more important for businesses to react to customer feedback I believe we must, as an industry, ensure that every part of the organisations we advise are singing from the same song sheet and are joined-up in their approach to customer feedback management. There is no point in information remaining in silos when real customer empowerment may only be gained from that information being available and accessible to operatives in various parts of an organisation.”
For further information about SynGro and the iEFMTM software suite, visit www.syngro.com.
About SynGro
Founded in 2004, SynGro is a leading provider of customer feedback technology and customer retention programmes for large enterprise.
Working with complex organisations with large customer bases across the world, SynGro provides solutions to gather real-time customer feedback, and implement programmes to show organisations how best to act on data to help shape strategy, achieve continual business improvement and positively affect their bottom line.
Enterprise Feedback Management (EFM) is an emerging market and since its introduction more and more companies are striving to integrate customers closely into their business operations.
For further information visit www.syngro.com <http://www.syngro.com/> .
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For further information and interviews:
Denise Fraser
Firefly Communications
0131 301 5308 / 07739 007468
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