Is an email and web based application that enables a support manager to easily create and publish personalised surveys on intranets, extranets or the internet.  This enables support departments to communicate quickly and meaningfully with all their customers at the same time.  Improving communication in this way, leads to reduced call volume, improved perceptions of value by the customer base, easier planning for managers and improved quality of life for support staff.

Survey Manager is capable of creating both baseline and transactional surveys.

Baseline surveys can be sent out to selected audiences using the built in segmentation tool with results collected in real time for immediate analysis or display in automatically generated web pages.  This is a quick and effective way of running customer satisfaction surveys or ‘best value service’ assessments, but can also be used to ask simple questions like ‘when is it best for us to bring down a server for maintenance?’

Using Survey Manager in conjunction with a service or support package enables individual surveys to be triggered following completion of a transaction such as incident resolution or completion of delivery.

Survey Manager is also capable of taking survey responses and feeding them directly back into the support application database, which typically is then used to drive workflow.

For example: A support call is logged, dealt with and then resolved triggering a ‘closed call questionnaire’ to be sent out.  If the recipient agrees the incident is closed, Survey Manager can close the call automatically.  If the recipient disagrees, then Survey Manager would summarise the response and allocate the now unresolved call to a supervisor or the original customer service agent.

With its XML based architecture, Survey Manager is easily integrated into almost any support application or can run stand-alone.

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