Ion Customer Systems
The Client
Ion Customer Systems provides customer relationship management (CRM) and customer recovery tools and services, helping their clients focus on mitigating service issues and retaining existing customers in the restaurant industry.
The Challenge
Ion Customer Systems had the vision for a more comprehensive software offering that would greatly enhance their CRM services. They wanted to be able to: capture customer feedback and service complaints; respond to complaints and attempt to recover at-risk customers; provide analytical reporting and trending; and improve restaurant/store service and quality based on feedback. Their business needs were clear, but they lacked the in-house capabilities to bring their plan to fruition.
The Solution
Segue Technologies worked closely with Ion Customer Systems to develop a robust software solution that satisfied their business needs. We concluded that a secure web application could best enable franchise employees, store managers, and franchise executives to access feedback information simultaneously and from remote physical locations. This application gave users the ability to:
- Enter comments and complaints into the system.
- View the status of feedback entities.
- Send recovery letters and coupons to unsatisfied customers.
- Identify and prevent potential refund scam opportunities.
- View customized reports showing service trends and problem areas.
- Skin the application for use with multiple franchise brands.
The implementation and subsequent deliverable were so well received that Ion Customer Systems secured a CRM contract with an entire region of McDonald’s Restaurants. As well, Ion Customer Systems’ new offering has assisted them in retaining other customers that previously might have been lost.