ANN ARBOR — In effort to help companies easily share insights gleaned from customer satisfaction surveys, CFI Group, an Ann Arbor customer satisfaction technology and analytics firm, announced a new cloud-based project management tool, Online Action Planning.
The new tool will enable organizations to easily share the feedback with others in the organization, empowering the company to quickly develop and implement action plans to address satisfaction issues.
As consumers continue to be solicited like never before on expressing their opinion, customer satisfaction feedback is coming back in droves. OAP integrates with CFI Group’s Customer Feedback Insights Platform, giving operational executives and customer experience professionals the tools they need to proactively design, manage, and track their customer-driven initiatives.
“At the heart of a successful customer experience program is a plan to ensure that organizations act upon insights gained from measurement in a timely manner, “said Sheri Petras, CEO of CFI Group. “With CFI Group’s Online Action Planning, managers and stakeholders can stay on top of tasks by monitoring the progress right within the tool. Reviewing, updating and managing the customer experience now can be done easily at any time.”
Now combined with CFI Case Management, OAP delivers a core set of project management capabilities from within CFI’s customer feedback platform, helping management teams translate customer insights into actions that drive meaningful business improvements and make significant impact on bottom line performance.
The new solution allows stakeholders to customize data through a variety of categories and assigned business units. Other functions of OAP include a set of management reports that track the progress of newly adopted business practices from start to finish, as well as overall project management, action planning, task management, task tracking, business unit monitoring, management reporting and individual user performance monitoring.
OAP also includes a set of hierarchical reports that allow managers to track progression of plans and tasks towards completion for each of their business units. These tools include color-coded dashboard views for ease of interpretation, and the ability to export activity lists in MS Excel format.
More at www.cfigroup.com.