As a customer-centric organization, we consistently strive to improve customer experience through strategy, engagement, and innovation. OECM’s Business Intelligence (BI) team, in collaboration with the Customer Support team, has created the Automated Customer Snapshot – an interactive dashboard that will be utilized by OECM’s Customer Relationship Management (CRM) team in customer review meetings for the benefit and ease of our customers. Managed by the CRM team within OECM’s internal Power BI workspace, this interactive dashboard is updated daily and supports our customer service priorities by:
- Improving Customer Experience – Interactive visualizations highlight the customer’s key insights and trends with drill-down capability to provide an immediate response to the customer’s inquiries.
- Expanding Customer Participation – This dashboard identifies the most popular agreements in the subsector that are not utilized by the customer.
- Optimizing Organizational Performance and Capacity – Significant repetitive manual work is eliminated, and the CRM team can dedicate more time to customer review meetings.
We are eager to present the Automated Customer Snapshot at our upcoming business review meetings with customers. OECM will continue to work collaboratively, both internally and externally, on future enhancements based on customer feedback.