Mobile survey service completes the feedback loop, delivering results directly to CRM system immediately.
Dubai, 21 November, 2016. ServeMeBest has deployed Survey+, its cloud mobile survey service, for Majid Al Futtaim Finance, the financial arm of Majid Al Futtaim. The service sends survey invitations by SMS after both inbound and outbound customer contacts, with feedback collected via the mobile web. With results filtered and fed directly back to the CRM system, it offers the unique ability to monitor performance in real-time.
For Majid Al Futtaim Finance credit card customers, the service provides a convenient way to indicate satisfaction with the quality of care. In the UAE, 75% of the population are mobile internet users, and Survey+ is designed specifically for mobile.
“We take pride in our service level, and it’s important that we give our customers an easy way to pass feedback on our performance” says Asli Germen, Marketing Director at Majid Al Futtaim Finance. “Our call centre was awarded the ‘Best Service Outlet’ from the DED two consecutive years, which is a testament of our continuous investments in this area.”
Mrs. Germen said, “ServeMeBest was selected because of their technical capacity to complete the feedback loop, accepting survey requests via the Survey+ API, and developing the interface to pass live results back to the CRM system, for analysis and action.”
Survey invitations are sent automatically from both the CRM and sales management systems, with survey content customised based on the relevant interaction. Survey+ has flexible parameters to control sending frequency, so customers don’t suffer survey fatigue. Detailed survey results are passed back in daily file transfers, while the key performance data, based on the Net Performance Score methodology, is sent to the CRM system instantly. This shortens the feedback loop to just minutes.
Majid Al Futtaim Finance provides credit card and prepaid products, and the new service to monitor their customer feedback is aligned with their mission to become leaders through state-of-the-art technology, operational superiority and fast response times for customers. The new service is expected to handle over 500,000 survey requests in the first year.
ServeMeBest is a technology company specialising in mobile services that improve the customer experience. As well as Survey+, ServeMeBest offers technology to share call recordings with callers, and to switch customer interactions from phone and IVR to the mobile web. Headquartered in Bahrain, its technology is developed and hosted in Germany.
For more information:
Ali Al Khaja