SPSS Business Solutions | Enterprise Feedback Management

Centralize the Management of Feedback Initiatives

Your organization receives feedback from both internal and external customers. But how does your organization manage and use the crucial feedback it collects? Most organizations store customer feedback in various systems across different departments. This makes it difficult to get a complete view of the data, which limits your ability to gain insights that can be used to improve business processes.

An enterprise feedback management (EFM) solution from SPSS provides a centralized system that gathers and manages all of the feedback you collect, regardless of through which channel. By consolidating feedback, you can:

Provide secure and consistent data collection and storage
Save money through integration with your other database management systems and operational systems
Comply with privacy regulations
Enhance employee recruitment and retention efforts
Monitor the effectiveness of internal services and programs

A major telecommunications provider chose SPSS’ EFM solution to optimize its efficiency in collecting feedback from its more than 20 million residential and business customers. The company focused on three goals: reducing the cost of collecting customer feedback, eliminating time lags in combining multiple sources of customer feedback, and optimizing its time with market research agencies.

SPSS’ EFM solution enabled this company to create a central reporting and analysis portal for management and executives. This portal integrates with the company’s other systems and applications, and functions as a self-service online tool with cross-tab and drill-down capabilities. It also automates the production of standard reports.

The result: the company’s SPSS EFM solution has significantly improved the timely distribution of information across the organization. The collection time for customer data has been shortened from four weeks to one week. Previously, it took two weeks for the results to be delivered; now the results are delivered across the enterprise within two days. The company has also slashed marketing costs associated with data collection and reporting tasks by 50 percent. Finally, the company has improved its relationship with market research agencies by having them focus on value-added services instead of report generation.

By centralizing the management of feedback initiatives, EFM can boost your organization’s operational efficiency and radically reduce costs.

Learn more about predictive analytics and how combining it with an EFM solution can make your organization more successful.

Read customer stories and white papers describing how SPSS solutions can help your company centralize the management of various feedback initiatives.