APECS™ Problem Resolution Tracking System

Research has shown that the more quickly an upset customer’s concerns are addressed by an organization, the more likely the organization is to restore, or even enhance, its relationship with the customer.
The APECS™ program ensures you have every opportunity to create an extraordinary customer experience.  Plus, the Action Alert and Problem Resolution Tracking System provide you with the tools to immediately address concerns and follow them to a successful resolution.
During the telephone interviewing phase, our professional interviewers will note any dissatisfactory experience and send an Action Alert e-mail to your organization within 24 hours.  You receive the details of the concern, in the customer’s own words, along with contact information.
In addition to alerting your designated staff by e-mail, all Action Alerts are automatically entered into the Problem Resolution Tracking System.  This system provides several important quality control features:

• The use of easy-to-understand symbols to show problem status, allowing management to know at a glance if the customer needs to be contacted , has been contacted but the problem has yet to be resolved , has been contacted and the problem is resolved , has been contacted but the problem is not able to be resolved  , or doesn’t want to be contacted but has provided feedback for your review .
  
  
• Ability to change the status of an Action Alert and submit resolution comments, providing a running data trail.  Up to ten contacts can be recorded in the ‘yellow’ alert phase (contacted but not yet resolved).  In the ‘blue’ alert phase the Performance Monitor offers two options to indicate Final Resolution: Navy blue will indicate the problem has reached the Final Resolved stage and Light blue will indicate the problem is not able to be resolved and has therefore reached the Final Unresolved stage.
  
  
• Abilty to easily follow the progress of specific Alerts by allowing you to sort by most recent Action Alert date or by status.
  
  
• Coded Summary Reports showing the percentage of Action Alerts within nine pre-coded categories.  Each of the nine categories is comprised of a number of more specific responses.  To view the detailed responses within each category, the Performance Monitor offers a “Show Details” option under each category.