Leveraging robotics in the retail customer experience
When most executives think about the role of robots in improving the customer experience they tend to think about Robotic Process Automation (RPA)....
Xtrasource specialises in integrated software suites that are tailored to optimise the customer experience and address the customer care challenges faced by our clients.
With our guidance, clients looking to better serve their user base can choose a selection of bespoke and customisable tools. When you get a software suite from Xtrasource, you never need to go anywhere else – if we don’t have it, we will build it.
Extended Application for Reverse Logistics (EARL) is a unique application developed by Xtrasource. It is designed to connect front and back office and provide insight on the status of repairs, returns and inventory benefitting both clients and consumers in a measurable way.
Re-call was originally built for one client, for the purpose of handling recall complaints. It has been consistently updated and rolled out to other companies ever since.
KayBee is a complete and highly scalable knowledgebase tool that serves as the primary source for maintaining clients’ self-help offerings online. KayBee links directly to the back end of your site, and provides instant access to new questions and answers as they are created.
We use Qlikview Enterprise Server in combination with printing. This allows us to build fully customized reports and insights for ourselves and our clients. The ease of use means we often provide clients with their own direct access to data and reporting ensuring full alignment and transparency around performance, target setting and results.
Working with Qlikview means we can provide fast and efficient reporting support to our own teams and clients. The ‘usability’ of the product is a key feature and manner in which we build our reports means clients find them highly informative and instinctive to understand. Further to matching our own needs with those of our clients the fact that it is a cloud based solution means remote access is available and it is possible to always use the most recent data to discuss operational performance and target setting.
Our CRM’s combination of knowledge and adaptability means that every client essentially gets their own custom-designed CRM without the teething problems that come with new software.