Beyond CRM…

Is it time to re-write the rules?

Every interaction with a customer should build your knowledge about that customer, their needs and their issues. Does your existing software allow you to achieve this? With the rentalresult rules engine you can embed knowledge gathering within your everyday processes ensuring that every conversation builds your business intelligence and drives your customer service.

A customer came to us with an issue, with a rapidly growing business and a relatively high staff turnover they needed to profile their customers and react to that profile on the ground, but normal customer service training simply wasn’t enough. They needed the profile information to be available real-time, to encourage decision making based on information in the profile and most importantly they wanted to drive consistent customer service across the business.

The solution was the rentalresult rules engine. We used it to create a customer service script with a difference. As well as leading the salesperson through the process, it allows the customer’s current information to be checked and updated by the script itself without the user being distracted, it tells the salesperson if the customer deserves a one-off loyalty discount and what kind of products they could suggest based on their past rental and sales history.

Effectively the rules engine script becomes your customer service trainer and your on-the-ground invisible branch manager to validate decisions based on your corporate policies. If responses to questions within the customer service script indicate wider issues you can even auto-create customer service calls and assign them to senior sales reps, managers or credit controllers to follow up separately.

Nothing will ever replace strong human interaction with your customers, but the rules engine allows you to ensure that the decisions that your employees make follow your business strategy and process, so that they can be confident in offering customer incentives and discounts without needing individual approval and that your customer profiling information is added to a little on each occasion that your customer talks to you.

Your business, your rules, your result