CRANE 4C - Customer Contact Center

Crane Customer Contact Center is an enterprise wide customer affairs solution and provides a single touchpoint in your organization, where all customer-related issues are monitored and managed. For a modern enterprise swift and efficient handling of customer affiairs 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. (*)

Your customers can use various channels like web, email, phone, or mail to get in touch with your customer care department. With Crane 4C, all these requests are distributed within the organization and third party service suppliers. 4C keeps your service levels under control ensuring a timely response to your customers.

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

Key Features

• Advanced customer affairs management
• Collects and distributes customer complaints, suggestions and questions.
• Manages workflow within the 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.

Web Site

• A complete and configurable web interface that can be integrated into your existing website
• 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 later.

Fax and Email

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

Tracking Requests

• 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 gives the manager the opportunity to review the 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

Marketing Support

• Email blasts
• Customer Segments
• Integration with Frequent Flyer System

Administration

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

Technical

• 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