Service Quality Management
Deliver superior service quality to improve your customer experience
Great service quality is essential for managing customer expectations, driving business growth, and staying ahead of the competition. Don't let disconnected systems and processes hinder your ability to deliver exceptional service. Our Service Quality Management System provides a comprehensive approach to gaining insights and taking targeted action across all areas of your business. With our customized solutions, you can keep your customers happy, your products performing at their best, and your business at a strategic advantage. Monitor and improve your service quality with the Spectos Real-Time Performance Management™ platform, and stay ahead of the curve with our innovative solutions!
Impress with excellent customers experiences! Transparency about your service quality is the prerequisite. Get 100% visibility with the Spectos Real-Time Performance Management™ Platform.
Know exactly where your business can improve, 365/24/7
Know exactly where your business can improve, 365/24/7
Our approach to end-to-end service quality management
Monitor and analyze customer feedback
Collecting and analyzing many customer opinions over time and from all relevant touchpoints
Measure and analyze operational data
Gathering and analyzing data and information from CRM and ERP systems and tracking technologies
Leverage an End-to-end SERVICE QUALITY Management SYSTEM
Measure and improve the quality of services across your business: We support you with a comprehensive approach to service quality management through our easy-to-integrate and practical solutions
Measure external service quality: Monitor and analyze customer feedback
Get your customers’ perspective on your service quality! To do this, gather and analyze many customer opinions over time and track and evaluate mentions on social media platforms. Make it easy for both your customers and your company to provide and evaluate feedback. Learn your customers’ quality preferences by gathering feedback at key touchpoints in the customer journey. Ensure that your customers can give you their feedback in a user-friendly way through personalized surveys across multiple platforms. Start monitoring customer feedback today to improve your service quality!
Solutions to Gather Customer Feedback
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Customer Satisfaction Surveys
Collect feedback from your customers on their experience with your products and services throughout the entire customer journey
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Social Media Monitoring
Track mentions on social media platforms to understand how customers feel about your products and services
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Mystery Shopping
Gain an objective view of service quality and identify specific areas for improvement
Measure and standardize internal quality
Improving service quality starts with measuring and standardizing internal processes. By collecting continuous feedback from customer interactions, you can gain valuable insights into how your service processes are performing and identify areas for improvement. Leverage data from your ERP and CRM systems to track customer satisfaction, response times, and the effectiveness of your solutions. Our instant alerts and notifications help you stay on top of important incidents, so you can provide the best possible customer service. With a systematic approach to addressing issues, you can ensure long-term service quality improvement and customer satisfaction.
Solutions for Improving Internal Operations and External Communication
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Customer Dialogue
Handle all customer issues professionally: Remove communication barriers and prevent individual concerns from being forgotten
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Complaint Management
Turn critics into fans through the effective combination of automated processes and efficient follow-up workflow for an optimal customer experience
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Ticket Service
Transparent handling of issues, with automated alerts and assignment to the responsible person for prompt resolution
Measure and analyze end-to-end performance with state-of-the-art technologies
Ensure the best possible customer experience with end-to-end service quality monitoring. Our innovative tracking technologies make it easy to monitor performance and gain visibility into complex operations. With real-time tracking, RFID, and Wi-Fi data, you can identify and address issues that impact the customer experience, such as delays, disruptions, and deviations. Don’t let service quality problems go unnoticed – use our advanced tracking technologies to proactively monitor and improve your operations. Ensure that your service quality meets your customers’ expectations every step of the way!
Our In-House Developed State-of-the-Art Technologies
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Tracking Technologies
Measure processes and operations from end to end with live tracking and RFID technologies to check compliance with standards and investigate issues
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Cockpits & Dashboards
Cockpits and dashboards provide the crucial KPIs and analytics you need to stay on top of your game
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Transit Time Measurements
Complerment panelist feedback from conventional transit time measurements with tracking data from innovative technologies for end-to-end visibility into performance
Monitoring services with a customer’s end-to-end perspective
The Spectos Real-Time Performance Management™ Platform: Delivering performance indicators that really matter
Derive targeted, data-driven actions
Effortlessly manage your service quality with the Spectos Real-Time Performance Management™ platform. Our SaaS solution provides real-time monitoring of business-critical information, combining operational data with customer and employee feedback to deliver multi-dimensional analyses of your key quality and performance indicators. Our centralized, web-based platform gives you access to customized cockpits and dashboards that provide easy-to-understand reports and visualizations of your KPIs. Use the insights you gain to make data-driven decisions that improve your service quality. Don’t struggle with complex and disconnected systems – let the Spectos Real-Time Performance Management™ platform make service quality management easy and effective.
We support you in establishing a Service Quality Management system by:
- Defining individual processes to enable quality measurements
- Implementing a measurement system tailored to your operations and touchpoints
- Providing daily, weekly, or monthly reports to track performance
- Implementing a ticketing and to-do system to ensure efficient communication and action throughout your organization
Spectos has been named top key player in the Service Quality Management Market 2020 – 2027
Selected customers using our service quality management solutions