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AutoSurvey, a company that provides email and call center survey systems, just launched the latest version of its software which is built on Microsoft.NET technology. The company provides a tool that is supposed to “instantly” capture customer feedback and aid in handling customer issues immediately. The system also allows auto dealership staff to email or call the customer back to let them know that their feedback has been received.

Stephen Neu, Director of Business Development at Reedman Toll Auto World said this about the new system:

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"AutoSurvey really is a complete CRM system for the customer satisfaction end of things. The key is that as soon as there is a service issue the system alerts all parties that should be involved. By the time of our weekly meeting, not only do we no longer spend time compiling reports, but we further save time as employees have already been alerted about most issues. It has a superb system of checks and balances built in that helps us ensure that customer issues are priority.”

From what my understanding is, this system is similar to a receptionist. The system receives the feedback from the customer and routes that information to the appropriate person to handle the situation if there is something that needs to resolved.

I’m not really sure how much faster an issue can be resolved just by installing a new system. Essentially, when a customer has a problem and lets a company know by email, phone, or what have you, it’s the actual action of the person receiving the feedback that will dictate just how speedy a problem is handled, right? A person could choose to handle the issue in a timely manner or simply let it sit there in cue to be resolved at their convenience - which is often the case.