Approach
We want your business to benefit as much as possible from using Charter Continuum to manage your complaints and feedback.
That means not only keeping your own customers happy but also using Continuum to help you improve the processes you use for dealing with complaints and feedback.
The suite of software we provide you can be tailored to fit your needs – we will work with you to decide exactly what configuration will suit your company.
From the first strategic meeting to running day-to-day operations, it's the way we implement your solution that makes the difference.
We use a structured, nine-stage approach to ensure the success of your Charter Continuum project.
1. Business Understanding
A consultation to help us understand your strategic, commercial and technical objectives.
2. Dedicated Project Management
We appoint a dedicated consultant as the interface between you and us throughout project delivery.
3. Solution Design
To tailor our solution to your company, we work with your staff who will be using, administrating and providing IT support for your system. We design and deliver a functional prototype.
4. System Configuration
We work with you to configure the solution to make sure it meets all your objectives and fits with your business processes.
5. Installation
Before going live, we set up a test environment so you can make sure you're happy with how the system works.
6. User Training
At our head office or in-house with you, we train your staff to have expert knowledge of Continuum's functionality and reporting capabilities.
7. Go Live
We provide on-site support and handholding to ensure the smooth transition from your test environment to live use.
8. Customer Service and Support
Our customer services and management teams are available to you after go live to support you as a valued Continuum customer.
9. Post Project Review
Once the project is up and running, we review the process and help you evaluate the benefits of your new Continuum system and identify any further improvement opportunities.
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