CRANE 4C - Customer Contact Center

The Crane Customer Contact Center (Crane 4C) is an enterprise wide customer affairs solution, providing a single touch point in the organization where all customer-related issues are monitored and managed.  For the modern enterprise, swift and efficient handling of customer affairs has a vital importance.  Proper management of customer complaints and suggestions is the heart of a good CRM strategy and increases customer retention.  Academic research shows that, 60% of the customers who had filed a complaint and had received a satisfactory answer report that their loyalty has increased 1.

Customers can use various channels like web, email, phone, or traditional mail to get in touch with a customer care department.  With Crane 4C, all customer correspondence is distributed, based on relevance, within the organization and third party service suppliers.  4C keeps service levels under control, ensuring a timely response to each and every customer.

With its advanced features, Crane 4C also provides information about problem areas within the organization.  Improving the problem areas and being able to measure the improvements is also important for continuous customer satisfaction.

Key Features

• Advanced customer affairs management.
• Collects and distributes customer complaints, suggestions and questions.
• Manages workflow within the entitre enterprise.
• Multiple departments can work simultaneously on one request.
• Email / Fax / Mobile / Internet integration.
• Correspondence.
• Call center functions.
• Easy integration.
• Additional special features for customer complaint management and reporting.
  

• A complete and configurable web interface that can be integrated into existing websites.
• Customers can create and update their profiles.
• Customer profiles can be linked to other on-line services to enable single sign-on.
• Customers can report new items with the easy-to-use web interface and follow up their requests at a later date.

Fax and Email

• 4C can receive fax and email messages.
• Messages are automatically distributed to customer care agents for processing.
• Responses can be sent back using the same channels.
• For inquiries made over the web, customers get receipt notices and answer messages via email.
  

• Requests can be forwarded to other departments, or even third party suppliers, like ground handling or catering companies.
• 4C keeps track of all requests that are not answered within a designated time interval, and reports them to the Customer Care Manager.
• 4C allowss the manager the opportunity to review outgoing responses before they are sent.
• Customers can see from the web if their requests are answered or still in progress.

Reporting

• Reporting by issue type and department.
• Service level reports for overdue items.
  

• Email blasts.
• Customer Segments.
• Integration with the frequent flyer system.
  

• Flexible definition of item types and departments.
• Automatic notification emails where service levels are not met.
  

• Available for in-house operations or hosting.
• Full function hosting solutions.
• Various interface API's, including web services integration.
• Enhanced interface file generation and transfer control.
• Easy integration with IBE.
• Native integration with other products of the Crane family.
• Oracle database.

4C for Customers!

(*) Ben Bieske, Loyalty Management in Airline Industry, 2002