Customer Service

A customer service department's mission is to provide the best possible customer support at the lowest possible cost. Usually these are competing objectives, forcing management to strike a balance between cost and quality. However, Vanguard makes it possible to improve both objectives simultaneously.

Bringing Together People, Analytics, and Systems

The Vanguard System™ is a comprehensive business solution for improving the quality, reliability, and speed of management decisions. It does this by helping you Collaborate with colleagues on important plans, Analyze alternatives using state-of-the-art modeling and simulation techniques, Automate routine decisions using expert system technology, and Improve overall management effectiveness by adding structure to a normally chaotic process.

Business improvement is all about working smarter. Vanguard brings together the people, analytics, and systems required to help your business operate intelligently.

What Can Vanguard Do For You?

Vanguard supports customer service departments in two primary ways: business process automation and planning & analysis.

Business Process Automation

• Call center support / scripting: Create Web-based support systems that capture the knowledge of your product specialists and deliver this knowledge to your support staff in the form of intuitive guided applications.
• Web self service: Add intelligent, interactive applications to your Website that assist customers in tasks such as finding the right products, placing orders, troubleshooting, etc.
• Web-based forms & data collection: Efficiently capture customer data such as product registrations or information requests.
• Customer satisfaction surveys: To better support your customers, investigate their needs, wishes, and opinions using online surveys.

The new Content Management System (CMS) is a Web-based business process development tool for non-programmers. CMS Web-based applications guide customers or employees through complex decision-making processes using interactive, automated question and answer sessions. They are core software applications that can improve the operational efficiency of your key business processes. Call center support/scripting, Web self-service, and other customer service tools can be rapidly developed by customer service experts to improve service and reduce costs.

Planning & Analysis

• Capacity planning: Use modeling and simulation techniques to investigate the call center capacity required to support growing organizations and call volumes.
• Operational efficiency: Conduct process improvement/Six Sigma projects to reduce costs, cycle times, and waste.