Charter UK
 Charter UK is a specialist provider of CEM applications focussed on supplying solutions that will sit at the foundation of any good Customer Experience strategy. They have built a thriving business by providing customers with the ability to deliver Customer Service excellence at the point when it is most needed. CEM (Customer Experience Management) is a philosophy designed to generate customer service excellence, positive publicity and inevitably customer retention and brand loyalty.
Through their comprehensive CEM software application, Charter Continuum, Charter UK have assisted in the CEM strategies of some of the world's leading customer-driven organisations, including;
- The world's largest food chain
- The world's largest car rental company
- The world's largest beer brewer
- The world's best known coffee retailer
- The world's best known department store
- The UK's leading roadside recovery organisation
Building an exceptional customer experience is an iterative process and at the core of CEM is a fundamental necessity to learn from your mistakes. In order to gather relevant information on the gaps in the experiences that your organisation offers, your loyalty leaks, you need to gain a detailed understanding of customer expectations. The point at which this information is most readily available and most clearly expressed, is also the point at which a customer expectation is missed.
Gathering data on missed expectations is vital for two reasons:
- The business response is critical. Research shows that properly repaired satisfaction can increase customer spending by 250%.
- To maximise organisational learning and business improvement from real experiences.
Charter Continuum was designed to provide a solution that forms the backbone of an organisation's CEM strategy. For their CEM strategies to be effective, Charter UK's clients required a solution that can handle all forms of multi-channel customer interactions, from multiple touch points. Always looking to improve Charter Continuum's ability to handle customer interaction, Charter UK identified that by integrating Capscan's address management software speed in dealing with customer queries and accuracy in capturing contact details could be dramatically improved.
Simon Orosz, Charter UK's Sales Manager explains, "Capscan software is an integral component of the complete CEM solution that we provide. Zapcode and Matchcode give Charter Continuum the extra functionality of being able to quickly capture accurate contact and address details on new customers, from just a postcode or partial address. This means that users are able to provide efficient service to customers right from the first contact. Also, with the reduction in the number of keystrokes required to capture the details, call time is reduced for each individual call, resulting in substantial cost savings."
Capscan haven't always been Charter UK's address management supplier. Initially, Charter UK were with a Capscan competitor. However due to the superior levels of service and value available from Capscan, in 1999 Charter UK chose to join the Capscan partnership network. They haven't looked back since.
Simon expands on why Charter UK chose Capscan: "The relationship with our address management supplier is important to us, considering the enhancement their solutions make to the overall software package offered to our customers. Capscan's enthusiasm to work together impressed us immediately, it was clear that they value their partners highly - this made the decision to choose them an easy one to make. In addition, since changing, we have benefited from an improvement in our commission margins."
Dafydd Llewellyn, Capscan Channel Sales Manager, also believes in the strength of the relationship: "Charter UK has a strong pedigree of producing software that helps companies deliver customer experience management strategies. Accurate addressing and efficient data capture provided by Capscan software, forms the foundations for any good CEM solution, so in essence, our products are a perfect fit. I like to think that the relationship between Charter UK and ourselves is a good one too, which is why they have become one of our most important and productive partners."
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