Go with the flow

Customer Flow Management is about managing the flow of your customers and their experiences.

ABOUT CFM

At face value CFM, as in Customer Flow Management, may sound just like any other three letter acronym, but it is a methodology that makes great business sense.

CFM is all about managing the flow of your customers and their experiences from their initial contact with your company, through to service delivery. It also includes capturing their opinion after they have received the service.

Why should I care?
Are you interested in increasing sales, productivity, and reducing costs? And are you interested in doing this by ensuring that the right customer is in the right place at the right time - and is serviced by the most appropriate staff member?

Are you interested in increasing your customer and staff satisfaction by reducing the actual as well as the perceived waiting time?

Do you want to create a relaxed environment and establish a controlled and fair waiting process for your customers?

Do you want to generate data and insights about how your customers behave and how your staff serves them? Data which can help you improve your business processes and raise customer service standards?

If you say yes to any of the questions above, then CFM is worth investigating. Our CFM methodology covers six areas that answer all the questions raised above.

How does it work?
First you need to understand your customer flow and how it affects your customers, staff and operation. CFM will help you turn this understanding into real business value.

The improvement in customer flow often needs assistance from a CFM  system, implemented to meet improvement targets and Key Performance Indicators (KPIs). We know that a system implemented without CFM knowledge is often worse than no system at all.

Moreover, the six step CFM methodology helps us understand your challenges and the possibilities of your service operations.

And it works
The benefits of CFM are significant. In the short term sales and productivity can increase up to 30% and costs decrease up to 30%.  CFM also increases customer and staff satisfaction. It creates a relaxed atmosphere with a controlled and fair waiting process.

Furthermore, it generates data and insights to drive ongoing business improvements on a long term perspective.

The most overwhelming proof of concept for CFM is the empirical evidence from the retailers, banks, hospitals and public service centres that have already applied CFM with successful result. Over time the approach has proven itself in a number of ways:

• It is substantiated: it has existed and been developed for more than 29 years
• It is market independent: it has been successfully applied in more than 122 countries
• It is industry independent: it has been applied in numerous industry sectors all over the world
• It is thoroughly tested: there are a minimum of 51,800 solutions implemented worldwide
• It is well accepted by users: it is estimated that 1.8 billion users, a quarter of the world's population, pass through the systems every year