Workflow of Attentive™ CSD solution for Microsoft Dynamics CRM

CSD Workflow
The workflow for the Attentive™ CSD begins with a service event. According to busyness rules pre-defined by the organization, registering an interaction between the customer and the organization in the Microsoft Dynamics CRM such as a service case will generate the Attentive™ CSD engine to begin the feedback process. According to pre-defined business rules, Attentive™ CSD automatically sends feedback questionnaire to the customer´s e-mail, regarding the interaction event. Business rules may include the proportion of events to be addressed, while each event type may be defined with different proportion (it is highly recommended to avoid sending questionnaire to all registered events, in order to increase response rate and feedback validity, and to prevent burn-out). By using data stored in the CRM about the event and the contact, the questionnaire sent to the customer is personally tailored to the respondent. The questionnaire is based on the customer´s profile, the event´s nature and other criteria, and thus, the customer refers in his feedback to the specific event, and to his own characteristics. This may contribute for increased response rate and validity as the feedback is based on reliable, focused and accurate information.

The workflow is triggered by records concerning interactions between customers and the organization imported to ACE (service event records file). The list includes all the data needed for the feedback and the analysis. In order to increase response rate and to save resources, the respondents are selected by a state-of the-art sampling mechanism. The tool produces a dynamic real-time list of customers for feedback via the collection channels according to pre-defined business rules, subjected to a periodical quota management. The collection channels include telephone interview – supported by a CATI interface (Computer Assisted Telephone Interview) – E-mail, and other customizable means. Feedback questionnaires are personalized to the respondent and relate to the specific service event, customer profile, serving representative, etc. and thus increase reliability. ACE produces and automatically distributes periodical reports for the supervisors, seniors and service managers, in HTML, Excel or PowerPoint format. In case of an exceptional feedback, real time alerts are generated, and distributed to relevant managers and functionaries for future handling. ACE feedback process assists in unsatisfied customers´ recovery, business process revision, focused training, improvements in the customer experience the organization offers, and much more.