open-line business planning process
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General Introduction
Version 1.7.4© Copyright IBRC, Inc.
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You’re Tasked With…
Building a memorable customer experience … one that builds loyalty, repeat business, and positive word-of-mouth referrals for your organization.
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And You Know …
To avoid the effort, or an expected confrontation, customers and clients can be reluctant to report the problems they experience, choosing rather to disengage or to complain to friends and colleagues.
It can cost much more to replace a customer than to keep that customer satisfied . . .
perhaps five times as much or more.
One dissatisfied customer can discourage many prospective, as well as current, customers . . .
perhaps hundreds on social networks.
… That “What you don’t know, can hurt you.”
For every issue voiced by a customer, many more exist that are never brought to your attention . . .
perhaps as many as twenty to one.
So, You’re Faced With …
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How do you find your customers’ unreported
problems … while you still have a chance to do something
about them?
How do you make surethose problems are solved
to each customer’s satisfaction?
How do you stay in front of your customers in an unimposing and
helpful way?
How do you collect and profitably use positive feedback
and suggestions from your customers?
How do you monitor – never mind improve – the experiences your
customers have with your organization?
How do you do all this effectively – given limited resources – for all
your customers?
OPEN-LINE Is Here to Help!
OPEN-LINE is a cost-effective, easy-to-use online tool that provides efficient and effective two-way communication between your organization and your customers.
OPEN-LINE prompts your customers to tell you firsthandabout their experiences with your organization.
It gives you a window into their experiences, with the tools to manage their feedback and strengthen your relationships with them.
OPEN-LINE supports your social media presence by finding problems for you to solve, with the resulting improvement in satisfaction reflected on your social media sites.
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You may already have systems in place to handle customer questions, complaint resolution, and marketing. OPEN-LINE supports, but doesn’t necessarily¹ replace or depend on, these systems.
OPEN-LINE is designed² to:
• pro-actively reach customers who might otherwise “fall through the cracks,” and
• continuously detect opportunities to improve your support systems.
¹ OPEN-LINE may, in fact, reduce your requirements for these other systems.² OPEN-LINE is so unique, it’s patented: US Patent 7698162
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Think of As Your . . . Independent “Safety Net”
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How Does It Work?
What Will Your Customers See?The Check-in Email (Delivers the Link to the OPEN-LINE Website)
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From: [Your Organization]To: [email protected]:Subject: OPEN-LINE Check-in from [Your Organization]
Dear [First Name],
Greetings from all of us at [Your Organization]!
We want to make sure you are pleased with our services and products. Is everything to your satisfaction?
Please click on one of the icons below to let us know about your experience. It only takes a minute ... and we're listening!
If you do not click on any of these icons we will assume you are satisfied at this time. (Feel free to use this tool at anytime to let us know what we’re doing wrong … or right.)
We appreciate your business and look forward to meeting your highest expectations now and throughout the years to come!
Sincerely,[Your Organization]
The process starts when OPEN-LINE sends email check-ins to your customers looking for problems and issues (or compliments, suggestions, or ideas).
Customers simply click an icon embedded in the check-in email to access OPEN-LINE.
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What Will Your Customers See?The Ticket-entry Web Page with Customized Drop-down Categories
Drop-down
categories may be
customized.
Customers enter their feedback in their own words (you determine what, if any, additional information you also want them to provide).
Thank you for your suggestion and feedback!
You will be receiving an email confirmation from OPEN-LINE shortly.
Thank you for taking time to express your concerns.
You will be receiving an email confirmation from OPEN-LINE shortly and we will begin working on this issue.
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What Will Your Customers See?The Thank You Page (After a Ticket is Submitted)
OPEN-LINE follows up with a “thank you” and a confirmation e-mail.
The entire process takes only a few minutes to complete.
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How Does It Look and Work for You?The Console Tickets Page
OPEN-LINE provides a macro view of your customers’ experiences …
The OPEN-LINE console lets you view all feedback (organized as “tickets”) submitted by customers. You watch in real-time as the feedback comes in and is handled by you or by whomever you designate.
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How Does It Look and Work for You?The Console Ticket Update Page
… as well as a micro tool.
The console provides access to the details of each submission, tracking status and customer experience on a one-by-one basis.
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• A library of real-time, on-line reports featuring full, drill-down functionality
• Ad hoc report capabilities
• Data export options
OPEN-LINE reporting lets you assess the customer experience within – or across all – your customers and customer groups, with:
Analytical Tools Are At Your Fingertips
Total Check-Ins v. Total Responses ReceivedMar 1, 2013 – Aug 31, 2013
Problem Resolution TimeMar 1, 2013 – Aug 31, 2013
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What Might You Experience With ?
Identification of policies, behaviors, and operations that should be improved
Improved morale, motivation, and performance among employees in response to compliments
Improved customer satisfaction scores (as the causes of negative experiences are uncovered and resolved and the drivers of positive experiences are recognized and encouraged)
Increased rates of customer repurchases and recommendations
Another favorable selling-point when presenting offerings
Additional revenue from detected opportunities
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A benchmarking study conducted between April, 2010, and January, 2011, reveals that OPEN-LINE
significantly and positively impacts customer-service, likelihood-to-renew, and likelihood-to-recommend ratings in a cost-efficient manner.
Service RatingThe percentage of customers selecting the highest
rating (Excellent) was 8.9 percentage points higher for OPEN-LINE users as compared to non-users.
Likelihood to RecommendThe percentage of customers selecting the highest rating (Extremely Likely) was 4.6 percentage points
higher for OPEN-LINE users as compared to non-users.
8.9%
4.6%
9.6%
Likelihood to RenewThe percentage of customers selecting the highest rating (Definitely Would) was 9.6 percentage points
higher for OPEN-LINE users as compared to non-users.
How Effective Is OPEN-LINE?
Who Uses ?
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A wide variety of businesses and organizations benefit from using in 25 countries and ten languages, including:
• Camarillo Health Care District, Camarillo, CA
• El Rio Little League Baseball, Oxnard, CA
• Galleria Tennis and Athletic Club, Houston, TX
• Great Miami Valley YMCA, Hamilton, OH
• Joni and Friends, Agoura Hills, CA
• Kishwaukee Family YMCA, Sycamore, IL
• Long Term Care Services of Ventura County, Inc., Ombudsman Program, Ventura, CA
• Mooney-Keehley, Rochester, NY
• SLO Wine Country, San Luis Obispo, CA
• Tolosa Winery, San Luis Obispo, CA
• ValleyCrest Companies, Calabasas, CA
• Xerox Corporation, Norwalk, CT
• YMCA of Frederick County, Frederick, MD
• YMCA of Greater Indianapolis, Indianapolis, IN
• YMCA of Southeast Ventura County, Thousand Oaks, CA
• YMCA of Western Monmouth County, Freehold, NJ
What Do Our Clients Say?
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“Our customers use OPEN-LINE as an open line of communication to us, which makes it a valuable tool to use when managing ... [customers].”
“OPEN-LINE gives [customers] a way to bring up their issues anytime it’s convenient for them. And, they get our full attention.”
“My job is easier because I know exactly how my customers feel and what I need to do to make the necessary changes for my business!”
“The system is easy to use and it’s a good way to track the process and resolution.”
“Another benefit we didn't expect, is how much, in such a short time, we are learning about our organization.”
“[OPEN-LINE is] more convenient for [customers] then emailing us directly.”
“OPEN-LINE provides us with real-time data and feedback to support our programs.”
“IBRC, the system developer and administrator for the program, has become our trusted partner.”
What Do Our Clients’ Customers Say?
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…“This [OPEN-LINE] is great!”
“Thank you for offering this venue to contact you.”
“I really appreciate … this opportunity to provide immediate feedback at my convenience. It’s also mobile-friendly which
encourages my usage by allowing me to reply during misc idle time like standing in line at the grocery. ” “Thank you for your time and
open-line communication.”
“Thank you for the E-mail check-
in.”
“Thanks for providing this very easy to use customer feedback
tool.”
“I just love this OPEN-LINE … What a great
idea …”
“I think your OPEN-LINE check-in is just one more example of the great things [you] offer the community.”
…“Thank you for checking in.”“Good idea to have this OPEN-LINE …”
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Fits Your Budget!
Although OPEN-LINE incorporates leading-edge technologies, is customizable to your organization’s requirements, and represents significant value … it is refreshingly affordable.
OPEN-LINE is priced on an annual subscription basis, with modest, one-time set-up fees, if applicable. The cost for OPEN-LINE depends on the configuration you choose.
Factors that impact cost include:
• The number of customers you put on OPEN-LINE• The number of staff you want to have access to it• The features and functionality you choose
Subscriptions can be less than $1 per customer for an entire year.
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To Learn More About OPEN-LINE
Let’s discuss your organization’s particular needs and how OPEN-LINE can help you build stronger relationships with your customers. Contact me at:
For more information about OPEN-LINE, visit us at www.ibrc.com/openline
Stewart MorseManager, Online Communication SystemsIBRC, Inc.(888) 353-0918 ext. [email protected]