Hierarchical & Brand-Level Reporting

Overview

eTouchPoint’s EFM reporting platform is a proven solution that has been successfully implemented in a variety of Fortune 100, Fortune 500, and Fortune 2000 environments over the last 10 years. The platform has processed over 100 million feedback data points and currently supports user communities in excess of 100,000.

Summary Of Features & Benefits

Feature	Description	Benefits
Powerful, Hierarchical Model	Hierarchical reporting enables companies to easily compare results and also acquire a deep understanding of performance across employees, customer segments, and channels. Stakeholders can access summary results while frontline managers see highly granular details. Users can view results by employee, group, location, region, state, country, product type, and more.	Optimize the ability to monitor and improve the customer experience with insights into the performance of lines of business, channels, and product segments. Easily compare performance across groups to identify themes and opportunities for improvement.
Configurable, Brandable Reporting	eTouchPoint offers a variety of reports ranging from Performance Scorecards to Voice and Text Comment views to Trending reports. Reports are highly configurable based on the needs of stakeholders and their user communities.	Enhance the effectiveness of an EFM program by configuring goals, headings, scoring methodologies, hierarchies, and report content. Brand reports to establish a consistent look and feel for users.
Flexible, Role-Based Reporting	Access to reports can be configured based on a user’s role with an organization. Users can also be given access at levels different from their role within a company.	Provide a continuous view of your company’s performance tailored to the individual needs of every user. Ensure users have access to the information they need based on their role within the company. Customize access for users that have specialized reporting needs.
Multiple Scoring Methodologies	eTouchPoint supports a variety of scoring methodologies, including Straight or Weighted averaging, Top/Bottom/Multi-Box, Brand Promoters and Detractors, etc. In addition, single metrics can be grouped together and scored collectively as a single category.	Use the scoring methodology most familiar to your organization or standardize the method used to provide consistent metric scoring across your entire company.
Export and Print Reports	Reports can be easily printed or exported to your desktop with a single click.	Fully leverage feedback collected by integrating results into compensation or other reporting systems. Export reports to include in presentations, emails and updates for executives and program stakeholders.
Intuitive Interface and Design	eTouchPoint users love its intuitive design and uncomplicated reporting interfaces. All reports offer a standard look and feel with color coding and easy navigation. Key performance indicators are color coded to show how groups are performing relative to company goals.	Provide user communities with a tool they can easily learn and understand, and ensure user adoption and an effective EFM program.
Unstructured Feedback (Audio and Text Comments)	Tap the power of unstructured customer feedback through audio or transcribed/text feedback. Customer comments are categorized by sentiment and business process so that issues and successes can be easily identified and acted upon.	Identify key business, process, and technological themes impacting the customer experience. Information can be used to identify problem areas or in coaching employees to improve performance.
Scalable, Secure, and Reliable	eTouchPoint uses enterprise Java and Oracle database technologies. All data is encrypted to ensure data security. Our servers are hosted at Tier 1 data centers that are secure, maintain 99.999% uptime, and are prepared in the event of a natural disaster.	eTouchPoint was developed with the flexibility to meet future changes in business needs and with the scalability to handle an unlimited number of locations and employees simultaneously.