With robust knowledge of what you’re after, the CS team is in a position to have an impact on all of your goals and objectives. Every month at a business review, the CS team will report on the custom set of KPIs and reposition strategies if necessary.
For instance, if customer experience is most important, CS will narrow in on support call volume and look at how to drive those calls down to zero by charting different kinds of reasons for intercom calls.
With visibility across FLASH’s client base, the CS team is able to tailor their knowledge to each client’s unique situation and advise based on the outcomes at other operations.