Event-driven Customer Service

Event-Driven Customer Service is Superior Customer Service

It’s a truism that it costs far more to attract a new customer than to keep a current one. Customer retention is consequently a top priority for any business. At the same time, we’re in an era when it’s easier than ever for unhappy customers to take their business elsewhere, and to vent their frustrations to a mass audience on the Internet. In these circumstances, providing your customers with high-quality customer service is crucial. Event-driven customer service leverages recent technological advances to deliver a higher caliber of customer service than was previously possible.

Event-Driven Technologies Enable Real-Time Responsiveness

Progress Software is a leader in the development and application of event-driven enterprise technologies. Event-driven technologies enable businesses to monitor, analyze, and respond to fast-moving streams of internal and external events in real time. Correlating and analyzing inbound data streams from defined event sources within and outside of the enterprise, event-driven applications provide business users with actionable insight on which to base timely responses. Deployed with great success in data-intensive contexts such as equity market surveillance and automated trading, event-driven solutions have wide applicability to any arena in which there’s a premium on being able to respond quickly and intelligently to continually changing operational conditions and customer interactions.

Achieve Event-Driven Customer Service with Progress RPM

The Progress® Responsive Process Management (RPM) suite elevates event-driven technology to its fullest potential by seamlessly integrating it with our industry-leading business transaction management and business process management capabilities, in one unified platform. Progress RPM is the ideal platform on which to develop, test, and deploy event-driven customer service applications that make real-time responsiveness a central theme of your customer service operations. For example:

• With event-driven customer service driven by Progress RPM, you’ll be able to detect emerging service issues much more quickly, and respond to them proactively so as to minimize customer inconvenience.
• With Progress RPM event-driven customer service, you’ll be able to market and promote more effectively, leveraging up-to-the minute information about your customers, conditions within your business, and business-relevant external events.
• Progress RPM also delivers the much sought-after “single customer view” that greatly strengthens customer service by giving service reps an integrated view of the entire customer relationship across all your locations, departments, channels, and services.
• The Progress RPM suite provides a robust development environment in which developers can design, build, test, and deploy event-driven customer service applications, as well as rich graphical features that business users can easily customize in the system’s integrated business control panel.

In addition to powering event-driven customer service applications, the real-time visibility, immediate sense-and-respond, and continuous process optimization capabilities of the RPM platform are applicable across a wide range of business uses, such as multi-channel distribution management in the retail sector, implementation of transportation and logistics best practices in the transport and delivery sector, and more.

Learn more about how the Progress Responsive Process Management suite can help your business achieve new levels of operational responsiveness.