Enterprise Feedback Management (EFM)

eTouchPoint’s unique approach to Enterprise Feedback Management (EFM) enables our clients to engage customers, employees, and partners at every touch point. Feedback is consolidated and integrated into a single platform, where it is available to large, geographically dispersed organizations. Field leaders can act on the information immediately, while corporate stakeholders can monitor and prioritize strategic issues.

Get A 360° View With A Proven Enterprise Feedback Management Approach

Companies face many challenges implementing an effective EFM program, including:

  • Collecting feedback data from multiple sources (e.g. customers, employees, channel partners).
  • Leveraging different mediums (e.g. IVR, Online, SMS / Mobile) to collect data.
  • Collecting feedback on front-line employees for Voice of the Customer (VoC) programs
  • Consolidating feedback into a single platform.
  • Making feedback available to the entire organization so that action can be taken to drive business performance.

Over the last 10 years, eTouchPoint has worked with large brands to solve many of the problems companies have when implementing EFM programs. Our proven solution offers:

  • Advanced, Flexible Data Collection: Interactive Voice Response (IVR), Online Survey, or SMS / Mobile text messaging programs can be configured quickly to collect feedback across different channels.  The medium used is dictated by the business need – IVR and SMS are used for employee-level, post-interaction, customer feedback surveys, while Online Surveys are used for web-based interactions or brand research. Programs can be recurring, periodic, or one-time events.
     
  • Enterprise, Hierarchical Reporting: eTouchpoint’s proprietary EFM reporting platform transforms customer feedback into actionable business intelligence.  The eTouchPoint platform provides reports and dashboards that highlight employee successes and problem areas; alerting for customer recovery; automated coaching scorecards; and Voice of the Customer unstructured feedback.

The eTouchPoint platform leverages the features, ideas, and experiences acquired by working with large, global brands on EFM and CEM initiatives over the last 10 years.   Regardless of how your company needs to engage customers, employees, and partners, eTouchPoint automates the data collection process and provides the reporting platform that facilitates action across every channel and service organization.

Move The Needle With eTouchPoint!

eTouchPoint clients have gained greater insight into the experiences of their customers and employees.  As a result, they have been able to develop enterprise feedback management programs that have:

  • Increased customer loyalty and reduced churn.
  • Improved opportunities to cross-sell / up-sell existing customers.
  • Enhanced business performance through operational efficiencies.
  • Greater referrals / new business due to positive word of mouth.