Ransys, a leading global provider of Enterprise Feedback Management (EFM) solutions, in association with ATIO, has rolled out the Attentive Customer Experience (ACE) solution at Metropolitan Retail.
Ransys' Attentive ACE solution is globally recognised for its ability to provide proactive feedback management solutions by monitoring customers' perception of their experience with a company.
Ransys' Attentive ACE solution fits perfectly with ATIO's customer service strategy to provide near real-time processes with high-resolution feedback that can be easily and effectively implemented without compromising the quality of service.
“Implementing the Attentive ACE solution in Metropolitan's Customer Services Area provides them with an ongoing daily picture of their customers' perception and satisfaction. This gives them the ability to run a true improvement process by being able to improve their decision-making processes,” says Giora Gil-Ad, VP Global Sales, Ransys.
“We are very excited about the valuable customer insights we are gaining through the implementation of the Attentive ACE solution. It provides real-time customer feedback, thereby providing us with ongoing information about our customers' service experience with Metropolitan. It enables us to understand the perceptions and needs of our customers, as well as applying the necessary change methodology to ensure the sustainability, growth and loyalty of our customer base by meeting their needs.
“Event Driven Feedback engages all levels of the organisation in continuous improvement efforts. It energises the workforce as feedback comes directly from our customers who are the true judges of quality. Through the Event Driven feedback, our goal is to have every part of the organisation set up to deliver on the needs of our customers (and all stakeholders) and to accurately mobilise our people, processes, products and policies to meet these needs and to deliver unsurpassed customer service and value to our customers,” says Deidre Wolmarans, Senior Manager Complaints and Conservation, Metropolitan Retail.
Some of the added value that ATIO aims to bring to the South African market includes larger cumulative savings due to decreased operational costs, superior customer satisfaction and streamlined business processes.
“It is for this reason that ATIO is delighted to provide our customers with an experience that enables them to continuously improve their performance by measuring their customers' perceptions by means of a constant stream of Event Driven Feedback,” says Andre le Roux, MD ATIO interactive division.
According to Giora Gil-Ad, in order to be a better service provider and be closer to the 'voice of the customer', first and foremost an organisation must be constantly attentive to the needs of its customers, and Metropolitan's management has realised that Attentive ACE will enable them to do this.
“This is another significant step towards strengthening our status in the global marketplace and specifically in the South African region, placing Ransys in an excellent position for the second half of the year's activities, with considerable business potential for large deals in the near future,” concluded Giora Gil-Ad.
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