State of Oregon Uses Real-Time Feedback from Allegiance to Automate Insights and Reduce Costs
SALT LAKE CITY--(BUSINESS WIRE)--Allegiance, a provider of VOCi (Voice of Customer Intelligence) technology and services, today announced that the State of Oregon Department of Administrative Services (DAS) has implemented the Allegiance Engage VOC platform to identify process improvements and increase customer satisfaction at the agencies it serves. By linking transactional customer experience surveys with specific customer interactions, DAS is able to act on feedback in real time to improve the customer experience.
“We needed a platform for quickly gathering and analyzing feedback that would help us identify specific actions for increasing satisfaction”
As the central administrative agency for the state, DAS provides quality services to state agencies and works with them to ensure that the state government uses tax dollars productively. Services include printing of property tax statements and publications; computer and data processing services; and facility and fleet management, among others. DAS chose the Allegiance VOC platform to gather solicited and unsolicited feedback from employees and customers.
“We needed a platform for quickly gathering and analyzing feedback that would help us identify specific actions for increasing satisfaction,” said Sarah Gates, Operational Performance Manager for the Office of the Chief Operating Officer within DAS. “We also needed help identifying employee perceptions so that we could put measures in place to address their concerns. The Allegiance solution provides a consistent, automated way to analyze survey data, including text analytics, to quickly deliver meaningful, relevant results to individual departments.”
The Allegiance platform’s analytic tools link a specific customer-employee interaction to an overall satisfaction response. Strongly negative responses trigger an alert that is sent immediately to the relevant department for follow up. The Engage Platform also incorporates text analytics to automatically read and categorize freeform comments, resulting in insights for improving customer loyalty, product quality, customer service, and more.
A complete case study detailing results from State of Oregon implementation of the Allegiance Engage platform is available at http://info.allegiance.com/StateofOregon.html.
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