CATS

Sophisticated consumers of today demand and expect a lot more from the companies they patronize. In many industries, a company's responsiveness and level of customer service becomes the main, if not the only, differentiating factor in a market flooded with similar or equivalent products and services. Consumer Action Tracking System (CATS) is a software package that leverages a company's commitment to customer service to improve and create new channels of communication, both internally and externally to consumers, increase service levels, and facilitate dissemination of information. The product automates and facilitates the collection, response, and analysis of customer comments. The result is higher customer retention, positive word of mouth, and feedback used internally for product improvement and exploring new opportunities - all of which directly affect a company's bottom line.

CATS is designed to support the specific needs of Consumer Affairs groups, managing and facilitating their multi-faceted and various tasks. Consumer Service Representatives are typically responsible for many products and different functions. CATS empowers them to resolve any incoming issue, while efficiently logging the information and, when appropriate, automatically contacting internal departments, such as Quality Assurance. Fast consumer response, with complete relevant information, is key for a positive experience and satisfactory resolution of a consumer's request or complaint, and CATS provides the tools to ensure that result. The increase in productivity also means you can handle more contacts per hour without added resources. This is accomplished without compromising analytical capabilities - CATS enables the capture of detailed information for detecting trends, areas of concern or opportunity, and for full documentation of each consumer case.

Consumer Affairs professionals understand that customer service is an investment that directly affects profitability. CATS adds value to this investment and can be key in maximizing profits. This integrated, powerful and user-friendly system employs state of the art technology and a user-centric design to provide an unequaled list of features and benefits. CATS is backed by Marric Software's solid support and commitment to lead the field in technology, flexibility, and highest quality services. Coupled with an aggressive pricing structure, it is the best value in the industry.

Key Benefits

Intuitive design = reduced training time & costs - reps are typically up and running in less than 1 day!

 

Easy to use = better and faster complaint resolution and consumer response

 

Comprehensive set of integrated features = better information for your reps; tasks facilitated

Improved service for consumers = positive word of mouth, customer retention, and increased profits

Supports call centers and Internet-originated comments = more feedback from consumers by  encouraging contact through various, convenient means

 

Powerful reporting tools = leveraging of consumer data to enhance product quality and capitalize on new opportunities

Easy distribution of data and enterprise-wide accessibility = increased visibility for your department

Detailed List of CATS Features and System Requirements

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