- Unveils Snapshotz Online the world’s first holistic self-assessment and benchmarking tool for contact centres
Just In Time Group (JIT) recently announced its partnership with Customer Services Audit with their Snapshotz Online tool, which is a web based assessment and benchmarking tool used by over 2,000 companies, in over 30 countries worldwide.
It is a multifaceted time and cost saving tool available for the first time to the customer service industry. Customer Services Audit is the developer of the Snapshotz program, and a company with over 20 years of intensive experience in the customer service arena.
Snapshotz can be used by; managers of contact or call centres/service centres/business centres, team leaders, quality control, marketing and product managers, business process improvement managers, senior management, governing bodies, HR managers, management consultants, entrepreneurs, recruitment consultants and students.
Customer Services Audit Managing Director Deepak Selvaratnam said: “I foresee that Sri Lanka is hungry to enhance their customer service to cater to the growing market needs, as customer engagement requirements today have changed, and tools such as Snapshotz Online together with solid support, is what is required to meet these needs and challenges.”
JIT Head of Sales Piumika Ranasinghe said: “It is the service provided that differentiates one organisation from another in any market, where products and pricing stand on par. This tool with its proven track record has given us the confidence that it will assist our customers in achieving this differentiation with their service. At JIT, we have an experienced team of industry professionals who comprehend the value of leveraging customer service as a strategic tool and who treat customers as Partners for the Future.”
The assessment covers 700+ scientific measurement points, divided over 8 main sections and 29 sub sections. These include corporate objectives, business processes, customer relationship management, health and safety and staff wellbeing, contact centre structure, operational metrics, training, internal communications, recruitment, career development and remuneration. The full assessment will take 3-7 hours to complete and preparatory time based on availability of information and resource. However, for organisations that perhaps time or resource is limited, a customised assessment can be done – with the highest priority and taking less time to complete. Furthermore, purchasing and providing of the support to complete the assessment, is available online or on-site through certified partners.
Snapshotz online also gives you the flexibility to complete the assessment over a period of eight weeks, once you register to start the online assessment. The benchmarking report enables managers to compare current performance against their competitors and other business segments, boards and governing organisations in both the private and public sector to understand current service delivery status and make informed investment decisions.
Offered in conjunction with tailored consultancy and training it can be a powerful tool for commercial and public sector organisations to: Fast forward their customer experience journey; Roadmap and benchmark their customer service delivery program against global best practice; Engage their team; Increase management productivity and knowledge and Drive revenue and reduce costs.
Snapshotz Online tools’ design is especially to assess, baseline and continuously measure overall performance of customer service. The aim being – to help organisations realise their commercial objectives by offering unparalleled customer service.
JIT is looking forward to working with Customer Service Audit’s Snapshotz Online team, helping our customers and similarly our stakeholders at large achieve their goals through offering even higher levels of customer service experience.
Just In Time Group (JIT), a veteran in the local ICT arena with a history spanning 21 years as a leading ICT Systems and Solutions Integrator to the country. JIT listing in the latest edition of the APAC CIO Outlook magazine’s Top 25 Govt. and Public Sector Technology Providers 2017 and as the only Sri Lankan company featured and recognised in the magazine’s annual listing of the Top 25 Government and Public Sector Technology Providers 2017. JIT, a wholly Sri Lankan company, And their key strengths are focused on; systems integration, Software Solutions, Network and Infrastructure, Hardware, Mobility, Outsourcing IT Professionals, Professional Services, information security services, Maintenance and Support Services, etc.