Customer Interaction Solutions for Durable Goods An efficient customer contact center provides a vital link between durable goods manufacturers and their consumers. In fact, the contact center may represent the most direct link between the manufacturer and the customer. As such, it presents a major opportunity to collect direct customer feedback that can be used to drive product changes and as an early warning system for issues with the potential for legal liability. With PowerCenter™, durable goods manufacturers can capture valuable input from customers and use that input to improve support and enhance satisfaction.  Also, with PowerCenter’s reports, product managers have increased visibility into customer feedback.  This information can be applied to product design changes, enhancements, and marketing efforts. Increasing Agent Efficiency and Effectiveness PowerCenter’s intelligent data hierarchy, screen pops, and FAQs guide agents through the service process, providing them helpful prompts and information to best assist the consumer. Agents can track requests for product information, leverage FAQs and knowledge databases, and provide the most relevant information for the caller to resolve the issue quickly and accurately. Our solution can be configured to request information from other internal and external applications and databases, empowering agents to provide real-time, detailed product information to callers.  This allows for the caller’s issue to be resolved quickly and accurately which, in turn, leads to greater customer satisfaction and loyalty. Knowledge databases help agents to support a wide range of products and services and provide added value to their callers. Guided responses and prompts can also lead to upsell opportunities by providing agents with information about targeted offerings—all with a minimal amount of training. In addition, through PowerCenter’s skills-based routing capabilities, customer inquiries can be routed to agents based on the agent's training, expertise, and availability. As in all other industries, PowerCenter improves the efficiency and effectiveness of customer interactions.  Service reps are able to handle more calls with greater efficiency and reports from the contact center are used to improve representative performance.  PowerCenter also gives visibility into the issues distributors are dealing with and ensures dealer interactions are resolved quickly and efficiently. Order Management PowerCenter™ Order Management automates and streamlines the fulfillment process, enabling service representatives to process orders for replacement parts in real time.  Manual order processes can be eliminated and the order processing time greatly reduced. Reporting PowerCenter’s sophisticated reporting allows customer feedback to be analyzed and distributed across the organization while threshold-based reporting provides fast identification of issues affecting product quality. PowerCenter™ Business Intelligence provides seamless integration of contact center data with in-house reporting tools for an even greater understanding of consumers.  Surveys The ability to manage interactions across channels and assist agents with automated or guided response is essential when breaking news creates a sudden spike in customer interactions. PowerCenter’s outbound surveying capabilities can even be used to proactively solicit customer feedback on product introductions or changes. Self-Service Enabling customers to solve their own service issues, create service requests, and request literature can increase customer satisfaction while reducing the cost to service these customers. Astute’s solutions including RealDialog and IVR solutions can be the basis for a self-service solution for your company. Benefits for Durable Goods Companies Improved Contact Center Performance Reduces training times for agents Improves email response time Improves efficiency: the ability to handle large increases in consumer interactions while not increasing staff Improves the contact center’s ability to build loyalty and drive product sales Results in elevation of contact center’s status within the organization and increased value to business Better Use of Information Increases the value of customer data to the organization Enhanced utilization of customer feedback to drive product decisions Rapid identification of product quality issues Improves visibility of consumer information across the enterprise Integrates data into one repository of information Support for email alerts drives product sales based on conditions specific to customers Improved Company Performance Improves management decisions, particularly in the areas of marketing, purchasing, and quality control Early warning and problem detection: identify and resolve crisis issues quickly through automated e-mails System flexibility to support an rapidly growing and diversifying business Ability to quickly adapt to changing business and customer needs