PRESS RELEASE: This month, Fanimation’s Customer Care Center went live with Astute Solutions’ customer engagement CRM, ePowerCenter. Included in the solution is the ability to capture and respond to customer requests, features designed to make case management easier for contact center agents, and robust voice of the customer (VOC) analytics.
With steady growth putting strain on Fanimation’s existing systems, they identified several areas of improvement for their customer communication processes. ePowerCenter will guide Fanimation’s agents step-by-step through customer interactions, providing pertinent information in a non-disruptive, user-friendly way. By providing the full context of previous interactions across communication channels, ePowerCenter will allow Fanimation’s agents to resolve cases without asking customers to repeat themselves. The CRM software will also allow Fanimation to capture valuable customer insights to inform product development and other decisions.
“We loved Astute Solutions’ consultative approach; from the very beginning, they were fully invested in solving a problem, not simply selling a product,” said Emir Sabljakovic, Fanimation’s Technical Support & Customer Service Manager. “We chose ePowerCenter for its agent-friendly interface that has everything we need and nothing we don’t. It will allow our agents to provide a more seamless customer experience and capture crucial VOC data.”
“Astute is delighted to partner with Fanimation to help improve the experience for their customers and their agents,” said Ray Carey, Astute Solutions’ Chief Operating Officer. “We are proud to support Fanimation’s commitment to providing innovative products and superior customer experiences.”