The online reporting platform

Listen, understand and manage the voice of the customer

The expe­ri­ences, rat­ings and ideas of your cus­tomers are col­lect­ed in real-time on the cen­tral online man­age­ment plat­form. Feed­back from ter­mi­nals, online rat­ings or employ­ee sur­veys are com­piled here in a clear form. The data sets trans­ferred are auto­mat­i­cal­ly analysed and can be seen on any ter­mi­nal with Inter­net access.

The unique fea­ture of Say­Way report­ing: Every dash­board can be con­fig­ured to meet indi­vid­ual cus­tomer require­ments. Our expe­ri­ence and stan­dards in com­bi­na­tion with your require­ments and ideas are used to cre­ate analy­sis tools that give you a clear and usable pic­ture of your prod­ucts and ser­vices from the customer’s point of view. We place great empha­sis on con­cen­tra­tion so that you can find all the impor­tant infor­ma­tion and dis­crep­an­cies quick­ly and make the right oper­a­tive deci­sions prompt­ly. Cus­tomer feed­back and KPIs can also be fed into exist­ing, inter­nal com­pa­ny appli­ca­tions or busi­ness intel­li­gence (BI) tools via inter­faces.

For com­pa­nies that have sev­er­al loca­tions or com­plex branch struc­tures, it is essen­tial that the results are only avail­able to the hier­ar­chi­cal lev­els affect­ed.

A branch man­ag­er does not have to see the results for all oth­er loca­tions. But for a coun­try man­ag­er, it can make sense to have an overview of all the results world­wide.

The Say­Way report­ing roles and rights sys­tem makes it pos­si­ble to deter­mine who receives what. Exact­ly as the cus­tomer dic­tates.

The Say­Way alert sys­tem is a pow­er­ful tool enabling you to inte­grate cus­tomer feed­back into the organ­i­sa­tion in real-time.

If a spe­cif­ic, pre-defined key­word (e.g. unfriend­ly, bro­ken, wait­ing time etc.) appears in the open text box, the branch manger or a cen­tral ser­vice point is auto­mat­i­cal­ly sent an alert mail. This means that you can respond direct­ly on the spot and con­tin­u­ous­ly opti­mise ser­vice qual­i­ty on an oper­a­tive lev­el. The alert sys­tem also works with all types of closed ques­tion types, of course, and can be con­fig­ured in line with require­ments.

Feed­back at the point of expe­ri­ence is a low-thresh­old way of keep­ing per­ma­nent­ly in touch with the cus­tomer on a dai­ly basis. But, as with any sur­vey method, there is always a risk of manip­u­la­tion. For this rea­son, Say­Way also sup­plies a plau­si­bil­i­ty man­ag­er, an all-round tool­box that pre­vents manip­u­la­tion at the very point data is entered.

Say­Way worked hard for over a year to devel­op an effi­cient text analy­sis sys­tem. This tool enables an auto­mat­ic three-stage analy­sis of text entries

- to elim­i­nate swear words and mean­ing­less entries
- to dif­fer­en­ti­ate between pos­i­tive and neg­a­tive entries and
- to cat­e­gorise text entries auto­mat­i­cal­ly
The text analy­sis sys­tem can, of course, be linked to the alert sys­tem so that you can respond to cer­tain text entries imme­di­ate­ly on the spot.

Not every branch man­ag­er is able to log into online reports reg­u­lar­ly in order to make indi­vid­ual analy­ses. The auto­mat­ed PDF reports have been devel­oped for such sit­u­a­tions. The cus­tomer can choose how often (dai­ly, week­ly etc.) he wants a stan­dard­ised report to be sent to his e-mail address. The design of these reports is flex­i­ble. If irreg­u­lar­i­ties are detect­ed, fur­ther analy­ses can be made in the online report­ing tool.

For many of our cus­tomers it is impor­tant to be able to per­form com­plex analy­ses with the avail­able data. In this case, cus­tomers can export raw data as a CSV file direct­ly into the online report­ing tool, if they want. This data can then be processed fur­ther using stan­dard sta­tis­tics pro­grammes such as Excel, SPSS or SAS. Access to the raw data export can be restrict­ed via the roles and rights sys­tem.

Say­Way has stan­dard inter­faces which can be used to inte­grate the data col­lect­ed by Say­Way or pre-cal­cu­lat­ed KPIs into your exist­ing com­pa­ny dash­board if required. Sim­ply con­tact our IT depart­ment. Once it has been set up, data can be trans­ferred quick­ly and eas­i­ly. The results are pre­sent­ed in the usu­al for­mat in your own man­age­ment infor­ma­tion sys­tem or BI tool.

We give your cus­tomers the oppor­tu­ni­ty to tell us about their expe­ri­ence or sug­ges­tions when they have made a pur­chase with a cus­tomer loy­al­ty card, in a shop or online or to request con­tact through your sup­port cen­tre. Say­Way enables you to mon­i­tor all crit­i­cal busi­ness inter­faces with your cus­tomers con­tin­u­ous­ly and sys­tem­at­i­cal­ly. Using secure inter­faces with your customer/CRM data­base, we cre­ate dig­i­tal feed­back process­es and auto­mat­i­cal­ly send requests for imme­di­ate feed­back via e-mail or text mes­sage