Case Management

Case Management


Take action for the sweet taste of success

MOST NEGATIVE EXPERIENCES RESULT IN NO ACTION. In fact, you won't know about 90% of them, but other potential customers might. By making it easy for customers to complain and having a robust process for responding, you can turn these experiences into an opportunity. Where a complaint is dealt with quickly and effectively, it can actually improve your word-of-mouth.

Let's talk about driving sales through taking action
MOST NEGATIVE EXPERIENCES RESULT IN NO ACTION. In fact, you won't know about 90% of them, but other potential customers might. By making it easy for customers to complain and having a robust process for responding, you can turn these experiences into an opportunity. Where a complaint is dealt with quickly and effectively, it can actually improve your word-of-mouth.

Features include

CREATE AND ASSIGN ACTIONS

Against every mystery visit, guest feedback or online review in The Hub, you can create one or more actions, giving each one a status, priority, deadline, category and owner.

ACTION CENTRE PAGE

The Hub contains a page where you can see all your actions in one place. Use sorting and filters to identify the ones that need attention. There are also reports that enable you to see more detail and statistics.

INTERNAL CAPTURE SITE

We can create a site for you to record and categorise any complaints that you receive through channel such as website, phone, email, twitter, instagram. These can be analysed in The Hub.

INTERNAL AUDIT SITE

We can also create an audit site for your operations managers to record their observations when on site.

RESPOND TO GUEST FEEDBACK

If a guest has left their email address with feedback on a survey site, you can create an action and respond directly to them from The Hub using the email address from your login.

CONVERSATION STRINGS

Any comments made by either you, the guest or other managers with access to the location are shown in a conversation string.

NOTIFICATIONS

We can define email alerts based on the result of a visit, feedback or question.

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