No company can afford poor customer service processes; improving them is a must, especially when the results of a customer satisfaction survey are clearly negative.
To prevent this from happening, or to stop it from happening, the implementation of a performance management system is one possible way. The system provides a complete overview of the existing customer service organization, even globally. BusinessMirror can be used to implement a complex system of rules. For each error, the cause of the error and the person responsible are identified. This information supports operative controlling and provides input for the continuous improvement process. Customer service is a key quality feature of the customer, and benchmarks show that the customer is a leader in this industry.