Click Fox

1. Click Fox is a business intelligence tool that helps companies track and improve customer experience. Especially in service industries, customer satisfaction is crucial to profits and market share. Click Fox's "claim to fame" is that it provides a complete "holistic" view of a customers experience. Often many BI tools provide a "silo" view of customer data. With Click Fox, companies can track customer segmentation, buying patterns, where they've shopped, wait times, etc. etc. etc. etc. Many BI tools do this, but Click Fox claims that it truly can make meaningful use of all the data and connect it to help guide decision making that will increase customer retention and profits. Through Click Fox's systems and software, all customer "touch points" are tracked and analyzed. The software presents the customer's experience as a detailed journey and that can be backed by statistical data. At a high level overview, Click Fox provides quantifiable data for a qualitative customer experience with a particular company. Its 3 main areas of focus include: customer retention, operational efficiency, and customer satisfaction.

2. Sprint Nextel is client of Click Fox. Especially in the cellular service industry, the main driver for success is customer satisfaction. In 2008, Dan Hesse took over CEO at Sprint Nextel and recognized many customer service issues needed to be addressed (ex- reduce reasons customers needed to call customer service, solve problems on a first call basis, etc. etc). Click Fox help segment Sprint customers and address needs. Through a top down approach Sprint found various aspects that could be improved in the customer service experience (specifically user phone issues) to increase customer satisfaction (ex- simple tasks being promptly solved by an automated system vs. live agent).Through findings about customer satisfaction and touch points, Sprint Nextel actually saved $45 million dollars on 10 million calls that were able to be contained in its automated interactive voice recognition (IVR) system. In addition, Sprint Nextel actually was awarded Customer Service Awards through Gartner because of their use of Click Fox.

http://www.clickfox.com/blog/sprint-leveraged-cea-earn-top-industry-honors/
http://www.clickfox.com/pdf/2010%20reprint_ClickFox%20for%20sprintnextel.pdf

3. This was the first time that I have ever heard of Click Fox. Through reading the case study on Sprint Nextel and researching, Click Fox really demonstrated how useful customer experience analytics can be. It is an emerging field currently with lots of room to expand. Overall, Click Fox's solutions seemed to be very innovative yet extremely useful for all large businesses.However, it was hard to find screenshots of the software or specifically what the tools tracked and did. Everything I found seemed to be very high-level, and I would like to find out more information on the inner workings of Click Fox's solutions and specifically how they apply to certain businesses.