ResponseTek is more than a software provider – we are your partner in customer experience management success.

Our role is to help you operationalize effective CEM programs. Whether it is out-of-the-box or highly configured for your specific business or industry needs, our Client Services Team ensures your CEM solution is delivered quickly and efficiently.

From the time of kick-off, at which point your dedicated Client Manager will work with you and your team to determine your specific requirements, to the final testing of your CEM solution, your solution can be delivered in eight to 12 weeks. Our professional services approach includes:

• Project Scoping/SOW: Your organization has specific needs…Our solution can be configured to deliver specific results.
• Customer Lifecycle Mapping: as part of our implementation process, we will map your customer lifecycle, by touch points with your organization. This will help us help you deliver customer experience excellence.
• Quarterly Reviews: Quarterly review program to identify areas of improvement in the CEM program, quarterly reports, etc.

Implementation Methodology

The ResponseTek approach to effective management of the customer experience is three-fold: Involve, Integrate and Improve.

Involve the customer

• At every transaction, including sales, service, support, marketing or billing.
• At every touch point, including at the contact centre, by phone or email, in-person, on the web or via SMS.
• At every stage of the customer lifecycle, from acquisition to up-sell, through renewal and referral.
• At every channel, whether customer-initiated, event or company driven, or through surveys.

Integrate the voice of the customer

• The right information aligns customer insights with business strategy, driving better decision-making.
• The right people are provided the information and assigned accountability.
• The right time means customer intelligence is monitored continuously, driving action every day…without having to wait for research or annual reports

Improve your business

• Processes are made customer-centric, with the effective workflow tools delivering the right information to the right people at the right time.
• People have the knowledge they need to resolve customer issues and consistently delight customers.
• Products and services become customer-focused, for the purpose of creating a highly dependable population of customer advocates.