Cognos solutions for customer service

Customer Service is central to the customer relationship, acting both as an advocate for the customer within the company and as an advocate for the company with the customer.

A responsive, informed service organization can improve the customer experience and your performance. Finding patterns in problems such as delivery delays, information requests, complaints and claims leads to proactive solutions. And a good department should prioritize service efforts for key customer segments, so companies don't lose their most profitable customers.

Customer Service should also communicate customer performance metrics to the rest of the organization, so other departments are able to find and correct the root causes of customer issues.

Customer Service is a critical barometer of a company's value proposition, and can bring excellence to the customer experience. For it to be effective, companies should focus on four core decision areas for better performance management:

• On-time delivery: What is driving delivery performance?
• Information, complaints and claims: What is driving responsiveness?
• Service benchmarks: What is driving service levels?
• Service value: What is driving the service cost and benefit?