PROACTIVE CUSTOMER EXPERIENCE MANAGEMENT
Cempresso Active Care is a proactive management platform that enables streamlining of complex and long running processes in accordance with BPM workflow. It provides proactive remedy and fixes of issues that affect customers, as well as fulfillment of complex customer experience related processes. Active Care is bringing together all the machine-to-machine interactions, tools, information and human interaction needed to get the work done and efficiently reach the desired business outcomes.
Why Cempresso Active Care?
- The digital revolution has brought customers the convenience of 24/7 reliable service and premium customer experience
- Service interruptions, quality drops, excessive interactions with customer care representatives have adverse effect on customer experience and should be addressed proactively
- A good customer experience comes when customers are well-treated and their problems are resolved proactively, quickly and completely
- Long-term value and new revenues come from experiences being contextual, relevant and timely
Use cases for Cempresso Active Care
- Proactive remedy and fixes of issues that affect customers
- Reactively navigate customer issues that require long running processes to be tackled
- Fulfillment of complex service requests (service provisioning, etc.)
- Contextual and tailored upsell campaigns, promotions, offers and messages through any channel
- Engage and orchestrate field teams
- Automate processes triggered by Internet of Things (IoT) notifications and insights
Omni Channel Interfaces
- Comprehensive, consistent and intuitive UI across multiple channels: web, mobile apps, SMS, social networks messengers, etc.
- Design process flow once and deploy it everywhere, so interface for human interactions automatically adapt to the channel type and screen size
- Exposes comprehensive information, screens and tools relevant for each particular task as a part of specific business process
