With rising energy prices, greater consumer choices and increasing customer expectations, utility companies are looking to customer service as a core differentiator.
Respond EFM is a robust complaints management solution that improves process efficiency and provides greater transparency and consistency for both the consumer and the organization thereby removing frustration and improving the customer experience.
Key Features
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Configurable User-Interface
Process-driven Workflow
Configurable Workflows and Processes
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Reports and Charts
Built-in Search
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Here's what Respond EFM can do for you
Increase Resolution at First Point of Contact
With a built-in process guiding your front-line team through customer interactions, you maximize opportunities for resolution at the first point of contact thereby enhancing customer satisfaction and increasing profitability.
Reduce Your Costs
Thanks to standardized methods of information handling and automation, you’ll drive down the cost of administration, maintain consistency of approach and have a full audit trail to help you comply with industry regulations.
Close the Loop on Customer Feedback
Respond EFM fully automates your end-to-end complaint and feedback management program to efficiently capture, process and resolve, as well as report on and analyze every piece of customer feedback, whether negative or positive, from all channels.
