Key benefits:

  • • One system to manage all
       types of customer contacts
       from complaints to
       compliments.
  • • Easy to implement and use
       coupled with a low cost of
       ownership.
  • • Automates customer
       acknowledgements and
       subsequent correspondence.
  • • Enables comprehensive trend
       analysis and management
       reporting.
  • • Allows embedded best
       practices to be automated
       through the internal workflow
       processor.
  • • Automatically monitors and
       manages Service Level
       Agreements.
  • • Integrated Knowledge and
       Frequently Asked Questions
       (FAQ) database.
  • • Advanced Scripting.


  • For more information and advice please contact us.


Focus Customer Service Management System.

The delivery of quality Customer Service can lead directly to an increased level of customer satisfaction and loyalty and has the additional benefit of positively impacting on the bottom-line.


High Quality Service:
The Focus Customer Service Management system provides the key to delivering a high quality level and consistent service as it supports front-line staff with all the information, procedures and processes to effectively and rapidly resolve any customer request, query or complaint. Once the organisation's "best practice" processes and product knowledge are embedded in the system then management can be assured that any customer facing member of staff will deliver the right information, at the right time, in the right way.

Staff productivity:
The Focus system increases staff productivity by providing the front-line team with relevant and up-to-date information and is linked to email and word processing packages to automate acknowledgements and subsequent correspondence. A comprehensive "Knowledge Base" is maintained by the system that enables staff to respond quicker and more efficiently to a customer complaint or query.

Management Information:
The solution provides comprehensive Management Information on all aspects of the system. In understanding customer contact patterns and being able to measure & monitor your organisation's responses enables trends to be identified and any product problems to be highlighted earlier.