CMC Group and ACF bring to Spain a multichannel solution that optimizes customer service

Customer eXperience Management improves customer interactions, from advanced queue management with digital signage, based on priorities, segmentation and CRM, up to attention, distribution and monitoring based on processes (BPM), including multi-channel notifications and confirmations.

The Spanish consultancy CMC Group and the North American ACF Technologies have signed a collaboration agreement to introduce, in Spain and in the countries of Europe and Latin America in which the Spanish company operates, a customer service technology capable of contacting, manage and streamline the relationship with them through any point of contact: call center, web, email, social networks, apps or physical spaces.

“Customer service is a determining factor in the success of a business relationship and ACF Technologies' technology allows us to manage this process taking into account its particularities., optimizing the organization's resources. The agreement with ACF expands our ability to develop solutions focused on improving the customer experience, priority objective for the 70% of the Forbes 500 companies”, comments Héctor Suárez, CMC Group manager.

This solution, called CXM (Customer eXperience Management), Optimize customer interactions, from advanced queue management with digital signage, based on priorities, segmentation and CRM, up to attention, distribution and monitoring based on processes (BPM), including multi-channel notifications and confirmations. Incorporates the ability to share idle resources between different areas of care, including call center, as well as real-time monitoring. The solution gives the company a complete vision of the service processes, service time and usage metrics.

In addition, CXM allows clients to self-manage their appointments, or automate them based on predefined rules. When scheduling an appointment, The system makes it possible to manage identity verification or print the forms or documentation that will be necessary to provide the requested service..

Compatible with multiple platforms and devices, offers the user, For example, be able to know the waiting times to access a certain service in different offices near your location, close the appointment online and receive reminders or alerts in case any modification occurs.

CXM also has a module, called Wayfinding, to guide clients within physical offices, replacing static directional signs with interactive signage systems (digital signage) and instructions printed or sent to the customer's mobile device to make it easier for them to locate their destination, your movement between departments or the nearest exit.

This module also makes it possible to choose the most appropriate time to send the customer personalized offers of products or services.. Finally, The solution also allows you to know the opinion and comments of customers, so that organizations can evaluate the distribution of their resources and identify aspects to improve.

ACF Technologies' CXM platform has a specific version for the health sector, called PXC (Patient eXperience Management), which has among its references the Veterans Health Administration (VHA) from the United States. In this sense, CMC Group has already integrated this technology with the e-Health platform of the company Artica Telemedicina, belonging to the multinational.

According to Ignacio Gil, general director of ACF Technologies for Spain, The agreement established with Grupo CMC is strategic. "First of all, for its presence in both Europe and Latin America and, second, for their proven experience and knowledge in sectors where our technology has a lot to contribute, such as health, banking and insurance, telecommunications and retail.