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Preemptive Service NotificationsMinimize Downstream Customer Support Costs

SkyCreek’s custom, multi-channel (IVR, email, text) preemptive service notification solutions alert your customers to issues and outages affecting their service and prevent avoidable inbound support calls and negative customer experiences.

Why Care?

For service providers, unforeseen issues and unplanned service outages are an unavoidable reality. To minimize these impacts on bottom line performance, service providers must strive for more dynamic, preemptive customer contact. By alerting customers before service-impacting issues, companies can:

  • Reduce avoidable inbound call volume
  • Eliminate spikes in operating costs
  • Create more positive, brand-affirming customer experiences

Today’s service providers must implement a proactive outreach strategy, instead of adding support resources to respond after issues and outages. Companies can use service-impacting issues as opportunities to demonstrate their commitment to proactive customer service and foster greater brand perception and loyalty. They must view issue and outage alerts as a key element of their service management strategies, rather than stand-alone customer contact processes.

Key Points

  • Preemptive service notifications can prevent costly inbound support calls
  • Integrating customer contact with service management functions improves customer experiences
  • SkyCreek solutions currently empower several nation-wide service providers to contain costs and improve outage experiences

Preemptive Customer Service Notifications

SkyCreek customer notification solutions take advantage of known customer preferences and past contact history to determine highest probability times and channels to notify customers of service-impacting issues. Several Fortune 500 companies with national business models rely on SkyCreek’s customer notification solutions.

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Our contact management platform, eContact, offers advanced voice mail detection capabilities to increase the accuracy of delivering complete notification messages. eContact scales contact resources to notify all impacted customers in a specific contact window and dynamically adjusts contact methods and strategies to assure the highest possible customer notification rates.
We also provide web based tools for 24×7 access to our notification contact capabilities. This always-on access allows our customers to achieve multi-layered, coordinated notification capabilities. Additionally, through our custom integration services, we can feed real-time customer notification status to inbound call center operations. Service providers can reroute inbound support calls from notified customers to automated messages versus live support operators.

SkyCreek Advantages

  • Customized, multi-channel customer notifications across IVR, SMS, and email channels
  • Contact scalability to squeeze required volumes of notification contact into the highest probability contact windows
  • Contact throttling to dynamically adjust contact efforts to levels of available call center resources
  • Advanced voicemail detection capabilities to assure proper message delivery on answering services
  • Customizable, in-call CSR transfer and post-call delivery options
  • Management of customer preferences to utilize best notification contact channels by individual
  • Professional-grade voice talent and cutting-edge text-to-speech calling options
  • Integrated multi-language IVR support
  • Geographic IVR calling distribution
  • Fully-redundant, SSAE-16 hosting infrastructure with data centers in Reston, Chicago, Dallas and San Diego
  • Dedicated account management to fine tune quality, timing, delivery, channel selection, and other variables critical to success

Contact us for a demo of our multi-channel preemptive service notification solutions