Service Dictates Satisfaction.
The fundamental driver of customer relationship satisfaction and retention is the speed and accuracy of service issue resolution.
TRM fully automates external customer/partner and internal workforce/vendor service capture, routing, tracking and resolution. In addition, parallel and post-resolution workflow processes, including alerts, messaging and fulfillment, can be automated for execution and completion.
Whether you're resolving customer or partner questions, problems, claims, cases, investigations, or internal co-worker research or support, service management needs to be powerful, fast and fully integrated with all other operating platform functions.
Customer Service Management
TRM Service Manager links all external customer/partner service requests to Relationship and Account Profiles, defines resolution routes, monitors time-to-completion, escalates late issues, automatically messages managers and customers, generates scorecards, and calculates service productivity and accuracy incentives and rewards.
Research & Support Management
TRM Research Manager links all internal co-worker/third-party vendor service requests to Business Unit and Employee Profiles, defines resolution routes, monitors time-to-completion, escalates late issues, automatically messages managers and employees, generates scorecards, and calculates service productivity and accuracy incentives and rewards.
Workflow Process Automation
TRM Workforce Manager enables the automation of unlimited parallel/real-time and post-resolution/future system Messaging, Service/Research Requests, API Requests and other System Transactions.
Any TRM Transaction Can Trigger Multiple Automated Current/Future Service Workflows
We acquired a competitor and expected to lose a huge percentage of their customers before we could integrate our platforms. By rapidly deploying Service Manager we reduced attrition to only 7% of the forecasts, and saved ourselves millions of dollars.
Chief Retail Officer • Financial Services