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KnowAll Enquire: Virtual Enquiry Tracking By Penny Bailey

Enhance your enquiry service with KnowAll Enquire, a virtual tracking system by Penny Bailey. Never miss deadlines, get integrated reports, and avoid fines for statutory non-compliance. Get insights, automate processes, and elevate customer service efficiency.

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KnowAll Enquire: Virtual Enquiry Tracking By Penny Bailey

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  1. KnowAll Enquire: virtual enquiry tracking By Penny Bailey BA, Dip Lib, MCILIP, MIoD, FRSA Managing Director of Bailey Solutions Ltd

  2. Why? • Improve your enquiry service to enrich the student or public experience • Never miss a deadline and meet SLAs • Integrated & qualitative management reports • Avoid fines for not following statutory processes (FOI, DPA, EIR)

  3. What happens if you can’t measure your service? • Can’t rate the customer experience • Can’t measure impact on your customer base • No explicit performance targets • Would like to make improvements to service levels but not sure where time is wasted

  4. Problem: recording enquiries is tedious and pointless! • At the end of the week / month I have to fill in this spreadsheet with my time and costs incurred • I’ve answered the enquiry – why do I have to re-key the enquiry into a database? • How do I know how much time I spent?

  5. Impact on enquiry staff - has anyone done this before? • Sure I did something similar to this 6 months ago, but can’t find it now! • Maybe my colleagues have done something similar? • I’ve been asked this same question 20 times this week already!

  6. How? • Integrated tracking and reporting on enquiries received by every communication method: • Walk-ups • Phone calls • Web forms • Email • Text • Chat

  7. How? • Tracking enquiries at 3 levels: • Quick counter replaces 5 bar gate system • Simple enquiries are answered with one simple form with pre-populated fields • Complex enquiries are managed and use of resources is accurately recorded

  8. How?Automatically collects statistics from a central store of user data One unique identifier, e.g. email = name, email, mobile phone number, gender, age, ethnicity, department, location, address, year, photo and other essential demographics

  9. Benefits: share and re-utilise enquiry answers by a searching knowledge base

  10. Benefits: accurate time recording Timer that can be • started • paused • restarted • stopped • assigned

  11. Benefits: never miss deadlines and meet SLAs • Automated submission dates = automated deadlines • Managed transition from one stage to the next Automatic reminders for every stage of the process

  12. Benefits: publish FAQs • Users can help themselves and staff can concentrate on in-depth, difficult or one-off questions

  13. Statistical outcomes: when do they use the service? Informs opening hours and staff availability

  14. Statistical outcomes: how do they use the service? Informs how the service should be offered

  15. Statistical outcomes: Customer satisfaction reports • Statistics on the number of enquiries completed by the deadline • How do they rate your service? • How do they perceive your response times?

  16. Statistical outcomes: evidence to improve team performance • Time spent by each member of staff • Average time taken to answer • Review customer satisfaction record of each staff member • Set SMART targets based on these figures

  17. Statistical outcomes: aggregated costs • Aggregated data transfer to finance department is accurate and time saving

  18. Statistical outcomes: evidence based management of resources • Reports on ratings of resources

  19. Evidence based management of resources • Reports on resource usage used to justify continued subscription or cancellation

  20. Statistical outcomes: justify service levels • That whilst the number of enquiries has gone down, access to enquiries published as FAQs on the website has increased • The amount of time spent on enquiries to justify a need to increase / retain staff

  21. Statistical outcomes: prove value of staff • The average time spent on enquiries has decreased – staff are working more efficiently • Customer satisfaction records have improved or remained at high levels

  22. Statistical outcomes: types of enquiries Reports on the types of enquiries the service handles to inform • Knowledge gaps • Need for specialists • Resources requirements

  23. Statistical outcomes: prove value of service to users and higher management • Impact analysis by correlating use of the enquiry service / customer services with achievements and success stories

  24. Useful links • Article about why Outlook isn’t enough for monitoring enquiries: http://bit.ly/14bVulF • Article about raising your game: http://bit.ly/SPFn42 • E-brochure on Public Servant website: http://bit.ly/11owq6M • KnowAll Enquire website: www.knowallenquire.com • See Articles under the Resources menu

  25. Find out more about KnowAll Enquire: enquiry tracking software from Bailey Solutions penny@baileysolutions.co.uk Tel: +44 (0)1273 773788 www.knowallenquire.com @baileyenquire

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