Confirmit Action Management – An Overview > 1www.confirmit.com

Key features of Confirmit Action Management Confirmit Action Management offers a wealth of features that help you address customer experience issues:

> Mobile-responsive design means that on-the-go staff never miss a beat

> Customizable user roles ensure the best person is assigned to solve the problem

> Predefined workflows empower your staff to take the best course of action

> Powerful search capabilities and a wide range of filters help you find the case you need quickly

> Streamlined permissions let you decide who has access to what

> Easy-to-use email templates enable you to customize your emails according to your needs

Confirmit Action Management™

An Overview

What is Confirmit Action Management™?A Voice of the Customer (VoC) program is only valuable if you take action to improve the customer experience. And, considering that 74% of consumers identify word-of-mouth as a strong influencer in their purchase decisions, it is imperative that businesses follow up on customer experience problems fast! Confirmit Action Management automates that process.

Confirmit Action Management monitors your Voice of the Customer survey results for you and automatically assigns issues to the correct department or individual based on configurable rules tailored to your unique business needs. What’s more, Action Management facilitates advanced reporting so you can measure your program’s impact while improving efficiency.

What Can Confirmit Action Management Do for My Business?Confirmit Action Management helps you take action to improve your customers’ experience. It allows you to:

> Leverage real-time alerts to ensure customer issues are addressed quickly and efficiently

> Track the cost of dissatisfied customers and increase your company’s profitability through improved customer experiences

> Configure flexible workflow rules that align to your unique business needs, facilitate appropriate escalations, and allow changes without service disruption

Identify at-Risk CustomersAt-risk customers can have a significant financial impact on your business, your reputation, and your chances for repeat business. By identifying customer issues early, you can take positive action to resolve problems, turning dissatisfied customers into advocates.

Confirmit Action Management allows you to manage customer cases in an easy-to-use environment, assign case managers to follow up with individual customers, and logs progress. In addition, you can easily classify issues and root causes to generate reports that help you identify areas where larger process improvements need to be made.

Never Miss an Alert with Mobile AccessibilityConfirmit Action Management’s email alerts and mobile-responsive design ensure your staff can access alerts and cases on-the-go. And, because Action Management’s mobile capabilities are delivered using responsive design technology, your staff can use virtually any smartphone or tablet that provides web browsing via Chrome or Safari. Best of all, Action Management’s mobile site is streamlined and simplified for optimal usability on-the-go.

Find the Cases You Need QuicklyConfirmit Action Management provides powerful search capabilities and a wide range of filtering options. This allows you to find cases quickly and easily according to your business needs.

About ConfirmitConfirmit is the world’s leading SaaS vendor for multi-channel Voice of the Customer, Voice of the Employee, and Market Research solutions. The company has offices in Oslo (headquarters), Chengdu, Cologne, Grimstad, London, Moscow, New York, San Francisco, Sydney, Vancouver, and Yaroslavl. Confirmit’s software is also distributed through partner resellers in Madrid, Milan, Salvador, and Tokyo. Confirmit powers Global 5000 companies and Market Research agencies worldwide with a wide range of software products for feedback / data collection, panel management, data processing, analysis, and reporting. Customers include Aurora, British Airways, British Standards Institution, Cross-Tab, Dow Chemical, GfK, GlaxoSmithKline, GMO Research, JTN Research, Keep Factor, Morehead Associates, Nielsen, Research Now, RONIN, Sony Mobile Communications, Swisscom and The Wellcome Trust. Visit www.confirmit.com for more information.

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Confirmit Action Management – An Overview > 2www.confirmit.com

Leverage Configurable Workflows to Resolve Issues QuicklyConfirmit Action Management’s sophisticated workflows let you decide which actions are relevant for each type of case, and empower users to resolve issues within your business’ designated parameters. You can determine who gets notified, when, and how, to ensure case escalation and collaboration runs smoothly. What’s more, you can enforce conditions that must be met before a case is closed, ensuring proper process is followed to close the loop with your customers.

Utilize Streamlined PermissionsConfirmit Action Management’s user permissions are powerful, yet streamlined and easy to use. With Action Management, you can differentiate individual case managers and administrators. And, using our grouping feature, you quickly assign groups of users to specific sets of predefined permissions.

Tailor Communications Action Management provides an HTML editor that customizes your Action Management notifications. You can even configure notification emails to contain different information for different stakeholders based on their job requirements and needs.

Part of the Confirmit Horizons Suite Confirmit Action Management is fully integrated with Confirmit Horizons, our award-winning software solution for Voice of the Customer, Voice of the Employee, and Market Research. This powerhouse combination provides you with richer insights, so you can make smarter decisions, and react faster to your customers’ demands.

How Can I Find out More? Because there is so much to Confirmit Action Management, we’d be delighted to arrange a demonstration for you - simply contact your Account Manager or a member of our sales team.