Syncrofy Scenarios: Customer SupportBy: Pasquale Gatti | July 9, 2018
In our new series, Syncrofy Scenarios, we look at the EDI world from a specific perspective, functional role or job title, identify common issues and use cases, and highlight how Syncrofy can help alleviate some of the stress from your day-to-day. Today we’ll be taking a look at customer support – one of the most important roles of a company.
It’s difficult to imagine a team that has a larger impact on a company’s bottom line than customer service (CS). Oftentimes, they are the first line of defense when a customer has an issue that needs resolving. These issues include billing-related inquiries, product problems, service questions, and general concerns. As a result, they are of critical importance when it comes to retention rates because they must ensure that each and every customer has an optimal experience.
CS is also responsible for identifying and addressing communication failures between a company and its customers, filling in the blanks and making sure that everything is running smoothly.
All of these varied situations can create quite a bit of juggling for CS teams when dealing with EDI, which is why they should seek to automate as much of the process as possible. That way they can be free to handle their customer communications directly and responsibly, with all of the right information at their fingertips without worrying about randomly stumbling upon an issue.
One way that CS teams can keep themselves informed with minimal effort is to establish clean and concise dashboards that communicate the health of their operation and answer important business-related questions.
By using Syncrofy, CS teams have the ability to monitor and dynamically track issue resolution in real-time. Syncrofy’s Dashboards feature enables users to extract insight from their data by building visuals that provide a big picture overview of the business and address specific goals.
Let’s take a look at a custom CS dashboard inside Syncrofy.
In this dashboard, our CS team lead has the ability to monitor the last month at a glance, diving into the number of exceptions triggered by each business partner. He or she can also view the number of Functional Acknowledgment exceptions triggered last month, whether it be never receiving a 997 or having one that lies outside the SLA.
This data becomes actionable when viewed in this context, allowing for a host of options. By viewing the exceptions by trading partner, the business can now stay ahead of problematic issues that tend to repeat with certain customers. Additionally, they can take proactive steps to ensure full compliance with the SLA, and more accurately forecast against potential problems.
Want to dive a little deeper into the data? No problem. Syncrofy allows your CS team to view the data associated with each dashboard widget by selecting the View underlying data button. This displays the data in a table format with sortable columns, making it easy to analyze and catch issues before they become larger headaches.
This dashboard, like many others, comes pre-loaded in Syncrofy. Our new pre-canned dashboards allow you to utilize standardized templates upon which you can build customizable and dynamic views of your data.
All of our pre-canned dashboards are designed to solve a specific business problem, and many have been sourced based on our interactions with customers. This CS dashboard was the result of our own internal “Syncrofy Challenge,” a monthly deep dive into potential use cases and dashboard concepts.
Do you have a particular business use case you’d like us to explore more in depth? We would love to hear from you. Contact our Customer Success Manager, Nicole Bosco, and let her know what you’ve come up with.
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