Newton CIA: software for handling
and evaluating customer feedback. It's designed to optimize
your customer satisfaction management. Newton CIA has an extensive
array of features. The following list is merely a summary,
but should give you a good idea of what the software can do.
The Full versions (Single User/PC and Networked) have all
of these features.
CASE ENTRY:
Every customer contact is recorded as a "case"
in Newton CIA. Case Entry is the heart of the software,
where that recording is done, and where the other software
features for responding to the customer are accessed. Below
is a breakdown of what's in Case Entry:
Data Collection Categories
Full Case - The "big picture" of a case. When
it was entered and by whom, current status and priority.
How the customer made contact, and what the general nature
of the contact (complaint, compliment, etc.) was. Also has
a text area for entering a general summary of the case.
Customer - Contact info for the person who contacted you,
and for any other third parties associated with the case.
Product - You can list one or multiple products (or services)
that are involved in the case.
Issue - The topic that is associated with the product, and
your findings after review of the matter. Multiple issues
can be assigned to each product.
Memo - Free form text memos let you record notes related
to the current case. Memos can be added by multiple users.
Each user can only modify the memos he or she created.
Letter - You select from pre-defined form letters that pull
in details from the current case, which makes responding
to the customer as easy as a few mouse clicks. Letters can
be generated as either standard text files or MS Word documents.
Enclosure - Assign and track both number and value of response
materials that are used to satisfy the customer.
Notice - An audit trail record that shows you have informed
an interested party about the case you're working on.
Image - Attach images (in multiple picture formats) and
text files to your cases for later reference. No more trips
to the file cabinet to pull support documentation.
User Page - An area where you can enter data items that
are specific to your business. You define what these items
are, and whether they are free form entry, or drop down
lists.
Warranty - Assign the case as a specific claim against a
registered warranty.
Quick Case™ - Track simple inquiries, where you don't
need a full blown case recorded.
Features for Responding to the Customer
Ref Center™ (Reference Manual) - An electronic encyclopedia
for your call takers to use when handling calls. You can
store company history/policy, product info, problem handling
tips or procedures, or even scripted answers to sensitive
questions - both text and images. Any easy tool to improve
call taker competence without extensive training or experience.
Where to Buy/Service Locator - Using zip codes, you can
find the nearest of you locations for a customer. If complete
address data is keyed in, you can access internet based
route mapping with MapQuest®.
Survey Capability - Create and administer paperless surveys,
using both multiple choice and text questions. Powerful
survey result reports let you examine responses from all
interviews, or just special sub-sets you select.
Multiple Look Up Methods For Cases - You may not remember
the case number you want, but you can find it easily with
lookups by name, zip code, phone number, and city, to name
just a few.