Satmetrix Press Release
Satmetrix Launches Enterprise Version 10 to Help Companies Turn Customer Feedback Data into Profit
FOSTER CITY, Calif., — May 2, 2006 — Satmetrix Systems, Inc., the leading global enterprise customer experience management (CEM) company and creator of the Net Promoter® Discipline™, today introduced the latest version of the company’s flagship product, Satmetrix Enterprise™ Version 10. The new application allows companies to gather vital customer feedback data and turn this into business enhancing action, increasing profits and furthering an organization’s growth. The latest version of Satmetrix’ market leading solution features Satmetrix Enterprise Dashboard, which allows end users, managers and executives to have instant access to information they need to actively manage and optimize their customer’s experience.
“To use our customer data properly, and to the maximum advantage, we need to be able to access it, search it and extrapolate different strands of information so that can better predict trends and allocate key resources,” said Suhail Khan, director of customer loyalty for FileNet. “The Satmetrix Enterprise Dashboard allows us customize the interface for each user so that the entire organization can benefit from our customer’s data in a way that makes sense for them, increasing total customer experience.”
Satmetrix Enterprise is the only customer experience management (CEM) solution that allows different levels of editing permissions to be allocated to individuals or groups of users, ranging from the ability to design and organize their own dashboards using an easy drag-and-drop interface, to a read-only mode that cannot be changed by the user. The addition of Dashboard means that a companys access to customer feedback information is now even easier to view and manipulate to ensure that a user gets the right information specific to any customer, at any point in time. Also new is a layout selector, preference memory, a drill-down capability and familiar tab structure.
Satmetrix Enterprise works within the Net Promoter Discipline to combine proven customer feedback metrics with internal processes and leading technology to help a company take action on customer feedback data while it still matters to the customer. It successfully bridges the gap between analysis and effective action, providing users across the organization with the insights they need to identify and respond to the customer issues and opportunities that have the highest impact on the bottom line.
“When a customer sees a decrease in the quality of their day-to-day transactional experiences, it creates a decrease in the overall relationship at the executive level, in as little as three months,” said Tony Gaughan, VP of Products for Satmetrix Systems. “Satmetrix Enterprise Dashboard offers a way for executives to monitor customer experience data so they know when to make changes or outreach aimed at solidifying the customer relationship.”
About Satmetrix Enterprise Dashboard
A significant new feature of Satmetrix Enterprise Version 10 is the Satmetrix Enterprise Dashboard. Designed with input from real users interacting with live systems, Satmetrix Enterprise Dashboard is an easy-to-use tool for providing users with the exact information they need to do their jobs effectively. Through customized dashboard displays that can be targeted toward each business role: executives, managers, individuals and system managers, Satmetrix Enterprise Dashboard ensures that every user — from end-users to the CEO — see the relevant customer experience data they need to take action. In an enterprise with multiple business groups, distributed silos and or huge volumes of customer data, uncovering the right information at the right time is vital to business success.
Satmetrix Enterprise Dashboard utilizes Satmetrix’ extensive experience developing CEM solutions for a wide variety of organizations, offering an easy-to-navigate user interface for end users, and for administrators of Satmetrix, function-based organization and multiple editing modes.
Enterprise Dashboard includes features developed to ease Satmetrix administration:
- Editing modes — Administrators can define different levels of authoring permissions for each user or user group. The full Edit Mode allows users to design and organize their own dashboards using an easy drag-and-drop interface, while the Dashboard mode is a read-only display that cannot be changed by the user.
- Layout Selector — Dashboards can be configured using one of multiple layout templates.
Enterprise Dashboard includes features developed for end users:
- Preference Memory — The system remembers the last settings and customization options so that individual users don’t have to re-enter their preferences each time.
- Familiar Tab Structure — Enterprise Dashboard utilizes tabs and sub tabs to organize reports and charts, providing a familiar and easy structure for users.
- Drill-Down Capability — Managers or executives can define multiple levels of charting, allowing them to go from high-level data down to more granular levels.
About Satmetrix
Satmetrix Systems, Inc., headquartered in Foster City, Calif., is the leading enterprise customer experience management (CEM) company. Satmetrix’ software delivers continuous customer experience feedback and insights to drive actions from all employees that vastly improve customer loyalty and financial performance. Satmetrix Systems also provides industry thought leadership; it developed the Net Promoter® metric with Fred Reichheld, Bain Fellow and director emeritus. For more information about Satmetrix Systems, please call 650-227-8300 or visit www.satmetrix.com.