In an effort to help consumer-facing businesses offer an enhanced customer experience, Market Force Information, a provider of customer intelligence solutions, announced the official launch and general availability of KnowledgeForceSM, a customer intelligence platform designed to allow users to spend more time fixing customers’ problems and less time finding them.
This new product has been developed for consumer-facing companies, like retailers, grocers, restaurant chains, and petrol stations, interested in consolidating and leveraging multiple customer-related data streams.
The KnowledgeForceSM platform allows businesses with multiple locations to quickly get an idea of how each of their stores is operating by integrating their various streams of customer service measurement data and metrics such as customer satisfaction surveys, mystery shopping audits, social media sentiments and call centre reports, as well as financial metrics and third-party data.
This platform is designed to deliver customized information to everyone in an organization, from the CEO and COO down to individual store managers, correlating and summarizing consumer data and presenting it on an intuitive dashboard. It enables retailers and other multi-location businesses to reap benefits of big data and cloud computing, without investing in expensive computing power or infrastructure.
In a statement, Janet Eden-Harris, CMO of Market Force explained, “Our large retail and restaurant clients were swimming in data, and they weren’t reaping its benefits because it was sealed off in different departments and computing systems, KnowledgeForce was born of a need to give companies a single, financially accountable view of all their customer-related information.”
Phillips 66, a downstream energy company has already implemented KnowledgeForce to help its locations meet high brand standards of customer excellence.
“Market Force’s new customer intelligence platform is helping us assess how we’re doing across all of our key measures, so we can take action to improve certain areas and understand which operational elements bring true delight,” said Jack Whalen, manager of market development for Phillips 66. “Our goal is to serve consumers with great products and great service, so they come back more often, spend more and even refer their friends.”