Spectos Real-Time Performance Management™
Deliver Outstanding Service with Our End-to-End Performance Management System
The Spectos Real-Time Performance Management™ Suite offers hardware, software, project, and support services to help our customers monitor and improve their service quality. We use a lean, flexible, and agile approach to design tailored solutions for Customer Service, Employee Management, Operations, and Quality Management. Our SaaS platform turns collected data from customer feedback and operations into business intelligence, allowing for continuous monitoring of key performance indicators and targeted improvement measures. Our goal is to help you turn your data into action for the best possible customer experience.
The Spectos Service Quality Cloud
Drive service quality management with real-time performance data on Customer Service, Employee Experience, Quality Management, and Operations.
We design tailor-made solutions for ongoing service quality monitoring and improvement, based on services of the Spectos Real-Time Performance Management™ Suite.
Turning Big Data into Targeted Actions
Service Quality Management has never been easier! At the core of Spectos Real-Time Performance Management™ is our SaaS platform with solutions and modules for the ongoing monitoring of business-relevant information in real time. The platform combines operational data with feedback from customers and employees to deliver multi-dimensional analyses of your KPIs in tailored cockpits and dashboards.
Benefit from a central, web-based access to easy-to-understand reporting and visualizations and derive implementable findings from your service quality data.
Define
Touch Points
Social Networks
Databases
Cloud Platforms
Sensors (IoT)
Measure
Customer Feedback
Panel Feedback
Tracking & Tracing
Big Data (Sensors)
Outbound
Analyze
Real-Time Analytics
Custom Dashboards
Benchmarks
Automated Reporting
Access Everywhere
Improve
Act Instantly
Assign To Do’s
Work as a team
Involve the customer
All in one Platform
Control
Continuous monitoring
Long-term changes
More Knowledge
Conventional performance monitoring methods
Static and project-based
Operational data in many sources and data silos
Partial views and selective insights into customer experiences from feedback data
Low integration flexibility of the offered solutions
Limited service packages, limited combination possibilities of the offered solutions
Inflexible and complicated data evaluation, rigid data structures
No real-time data, delayed response to critical events
Numerous interfaces instead of a central overview and low user experience
No complete and clear presentation of the organizational chart, limited role differentiation
Our approach: Spectos Real-Time Performance Management™
Dynamic and agile
Operational real-time data in central platform
Holistic Enterprise Feedback Management System
High compatibility through API interface
Scalable and expandable through additional modules (Ticket Service, Parcel Service, etc.)
Intelligent data evaluation through advanced analytics
Real-time data and push notifications for alerts and fast responses
Central access to data in user friendly dashboards in the Spectos RTPM™ platform
Mapping of the complete company and account structures, multi-site or department-specific performance management
The Spectos platform makes it easy for you and your team to manage performance & improve day by day.
Detailed Insight into the Quality of Your Services
Spectos Real-Time Performance Management™ offers deep insights into your operations, based on your individual service quality and performance indicators. Our experts will develop a solution for you to monitor and scale your key figures according to your requirements. We offer various analysis tools to automatically aggregate your results according to your criteria. View your organization as a whole from end-to-end and compare individual touchpoints with each other. By continuously collecting and evaluating operational data and customer feedback, you will gain a deep understanding of the service quality of your organization.
Cloud-Based Performance Management Platform
The Spectos Real-Time Performance Management™ platform is very convenient to use and stands for high availability, usability and security. It is made available as a web application and can be accessed from both desktop and mobile devices. You do not need to install any special software or updates to do this. All you need is a web browser and a permanent Internet connection.
Your Advantages with Spectos Real-Time Performance Management™: Steer and Manage at the Push of a Button
- Customized cockpits based on specific business objectives and needs
- Display of real-time data centrally in one platform
- Immediate evaluation and control of any business process
- Precise insights into ratings of individual quality factors
- Opportunity for consistent process monitoring and the development of targeted measures
- Efficient complaint management through integrated ticket system with real-time notifications
- Benchmarking at a glance
- QM reports at the touch of a button
Business Intelligence for Service-Driven Companies at a Glance
Variations of the Spectos Real-Time Performance Management™ Platform
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Postal & Logistics Cockpit
Monitor your supply chain in real time: Transit times, idle times, delivery rates, deviations, benchmarks and end-to-end transparency.
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Healthcare Cockpit
Monitor in real time key quality indicators that significantly influence patient satisfaction and choice of your healthcare facility.
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Mobility Cockpit
Monitor passenger satisfaction and the quality of services in real time based on quality standards such as EN 13816.
Spectos Real-Time Performance Management™ Platform: Technical facts
- Web application with 24/7 access from anywhere
- Standard screen resolution 1024 x 768 pixels, adaptation to responsive design for mobile resolutions
- Real-time data visualization in user-specific cockpits
- No separate installation necessary due to open source cloud technology
- Integration with existing KIS/CRM systems via interface (e.g. SAP, IS-H, Afga Orbis, Siemens)
- Role based user management for access control
“Spectos has delivered a complete and thorough insight into our processes. The easy to use dashboards of Spectos enable us to see at a glance every test letter and have transparent and easy to understand reports available online.“
“With the Real-Time Performance Management solution by Spectos we are able to streamline, connect and monitor customer satisfaction at our Customer Services Department, ensuring that we always put our passengers first.“
“The Spectos Real-Time Performance Management platform enables us to respond in real-time to our customers‘ assessments and ensure high customer satisfaction levels.“
“The Spectos Real-Time Performance Management suite is a convenient, user-oriented all-in-one platform that can be extended at any time. It provides us with the means to address the multi-faceted demands of day-to-day business and to meet continuously changing customer requirements both today, and in the future.“
Selected customers working with the Spectos Real-Time Performance Management™ Suite
