Q. What kind of business are you using Questetra for?
We, Synergy Marketing, Inc., are providing Cloud services that support CRM activities of enterprises.
Among them, “Synergy!”, our main product, is utilized for about 3,000 customers in various industries and business types.
We are using Questetra for the acceptance of new applications for services and requests to change service options.
Q. Please tell us how you are utilizing it concretely.
Previously, we were working using paper application forms.
Therefore, I had to ask around to more than one department or people in charge when I wanted to know the progress status of the issue and the contents of the application. So I thought it was inefficient. Moreover, sometimes we got in trouble when urgent requests occurred or when the person in charge was absent.
We have systematized such acceptance operations using Questetra, so we could achieve an environment where progress is visualized and the contents of applications are immediately understood. Also, since there are many requests for adding or changing the optional menu on Cloud services like “Synergy!”, Questetra is very helpful since we can correspond them by modifying the configuration (Process Model).
Moreover, we are using the SNS feature of Questetra (Open Chat) that is associated with issues, for communications about Issues in progress. Thanks to that, I think that we were able to prevent mistakes and improve the accuracy of work.
Q. Is there anything you have devised?
We are managing information concerning our customers in “Synergy!”, our own service.
And we have built the following scheme to make maximum use of that data and make it possible to feed back the information entered in Questetra.
- Input into Web form of “Synergy!”
- Pass to Questetra for managing its progress
- Return the processing result to “Synergy!”
This scheme allows us to eliminate wasteful double data input and to reduce mistakes or missing data.
Q. Please tell us the points you have evaluated.
Due to the complicated business requirements, I had a hard time setting Questetra, but I was able to successfully introduce it thanks to accurate and speedy support of Questetra’s sales representative and customer service.
Also, several requests have come up, half a year after introduction. Although some of them are difficult to deal with in the current specification of Questetra, we are waiting for its version update to correspond these requests promptly.