FMS_S.pptx

Feedback Management Systems - FMS

Corporate Overview
– Founded: 1985
– 80% in Engineering
Worldwide Recognition
– AMI Products ship in more
than ½ of all computers in the world
today.
Innovative IP
– 375+ Company Patents
– Billions of Products Shipped
– ISO 9001: 2015 & ISO 27001:2013
certified

Current Feedback System
Why customer feedback never reaches
Senior management on-time?

Current Feedback System:
1) Does not have HOD assigning feature
2) Does not have a patient acknowledgement feature
3) Does not have Front Line feedback feature
4) Does not have a Patient History Feature
5) Does not have illustrative dashboard
6) Does not have an automated report
Copyright © 2020 AmZetta Technologies India Private Limited. All Rights
Reserved.
4

1. Manual Feedback Form
2. Loading into the System
3. Categorizing the Feedback Comments
4. Preparing Excel Sheet for
HOD’s
5. Send Issues Email to HOD’s
6. Track the issues in Excel and Email
9. Report Generation
8. Consolidate the Excel sheets 7. Update Excel sheet Manually
Copyright © 2020 AmZetta Technologies India
Private Limited. All Rights Reserved.
5

Current Feedback Systems
• Time and Resource consuming
• Issues are not resolved on time
• Data Entry work done Manually and Manual tracking of issues
• Semi Automated: Tracking issues Excel and Email
• 2 - 3 days to generate a single report
• 7 - 10 days to get a consolidated Report
• Generating monthly and yearly reports are really painful job.
• Missing of feedback forms – Sometimes hidden out of fear of losing job
• No scope of Service recovery
• Many a times, Senior Management is not aware of the actual feedback
given by the customer
Reserved.
6

AmZetta
Feedback Management System

AmZ Feedback Management System
AmZ-FMS provides a simple, affordable and an effective feedback application for organizations to
spread the brand value, increase operational efficiencies and increase customer engagement. FMS
on mobile helps organizations to engage the customers, employees and partners to increase
loyalty, facilitate innovation and influence critical business decisions.
Features:
 Monitor the voice of the customer in real time
 Consolidate and manage customer feedbacks
 Access feedback form in Tablet & Web
 Cut through qualitative data with reports and dashboards
 Alert appropriate team members to take action
 Evaluate customer relationships with Key Driver Analysis
 Close the loop with responses to unsolicited feedback
 Tamper free system
Reserved.
8

Food &
Beverage
Operations
iPad, Tablet for Collecting
Feedback
Attributing and
Assigning to HOD’s
Automated
Emails
HOD receives
Emails in his
Mobile
Automated Tracking
on Cases
Instantly View cases and their status
Instant Alert on Case Status
Custom Reports on a Single Click
Data Updated to
your Server
9

iPad, Tablet for Collecting
Feedback
Operations
Billing
More…
Qualitative Feedback
Quantitative Feedback
Complaints
Suggestions
Compliments
Reports
Create Case or Ticket
1
• Area
2
• Sub Area
3
• Attributes
Case Aging with Different
Color Code
Assign Cases to HOD and
Automated Email sent to
HOD
Close Cases with Initial
Action and Permanent
Action
AmZ FMS - Workflow
Copyright © 2020 AmZetta Technologies India Private Limited. All Rights Reserved. 10

Various touch points
Operations
Engineering &
Maintenance
Food & Beverage
Security
Billing
House
keeping
11

Attributing
House Keeping Department
• Speed of HK Process
• Criteria for HK
Quality Department
• check the chemical and physical parameters.
• Check Manual and machine process

Food & Beverage Department
• Quality and Taste of Food
• Timeliness of Service
• Courtesy and Compassion of the Canteen Staff
Billing Department
• Procuring Materials
• Evaluating Price
• Policy Compliance
• Paperwork and Accounting
Attributing

Maintenance Department
• Speed of maintenance process
• Communication and Handling of Queries
Security Department
• Helpfulness of the security staff
Operations
• suggest changes to accommodate some failures/breakages
Attributing
Reserved. 14

WHY FMS?
• FMS automates Grievance Redressal System
• FMS helps to improve the customer service by identifying top complaints from the customer
• FMS helps to Manager or any Management Representative to present accurate data on the customer
satisfaction and Feedback
• Automated Workflow
• Built-in Routing and Escalation
• Track on Customer Past and Present Episode and Feedback Comments
• Categorizing the Feedback Comments
– Compliments
– Complaints
– Suggestions
• Converting Existing/Manual Feedback Forms into an Automated System
• API Integration with Existing Systems
• Aids in Improving Brand Image with Prospects/Customers.
Reserved.
15

Customer Testimonial
"The opinion and feedback of customers are invaluable to us. We needed a solution
that could capture and strategically analyze the collected feedback.
The AmZ’s Feedback Management System has provided a smart and user-friendly
solution which has not only helped us in capturing customers' feedback, but also in
effectively engaging with them.
Post FMS deployment at all our hospitals in Chennai and in select hospitals in Kolkata,
Bhubaneswar and Ahmedabad, we now plan to implement FMS at our other hospitals
in India. The initiative will now be replicated to other Hospitals of the Group.“
- Arvind Sivaramakrishnan, Chief Information Officer, Apollo Hospital
Reserved.
16

Next Steps
Live Demo
Reserved.
17
Understanding Customer Requirements
Proposing the right solution

Legal
Call AmZetta Technologies India Private Limited at +91 44 6124 0022 for additional information.
Disclaimer
This publication contains proprietary information which is protected by copyright. No part of this publication may be
reproduced, transcribed, stored in a retrieval system, translated into any language or computer language, or transmitted in
any form whatsoever without the prior written consent of the publisher, AmZetta Technologies India Private Limited.
AmZetta Technologies India Private Limited retains the right to update, change, modify this publication at any time, without
notice.
Limitations of Liability
In no event shall American Megatrends be held liable for any loss, expenses, or damages of any kind whatsoever,
whether direct, indirect, incidental, or consequential, arising from the design or use of this product or the support materials
provided with the product.
Limited Warranty
No warranties are made, either express or implied, with regard to the contents of this work, its merchantability, or
fitness for a particular use. AmZetta Technologies assumes no responsibility for errors and omissions or for the uses
made of the material contained herein or reader decisions based on such use.
Trademark and Copyright Acknowledgements
Copyright © 2020 AmZetta Technologies India Private Limited. All rights reserved.
Kumaran Nagar, Semmencherry, Chennai – 600 119
All products names used in this publication are for identification purposes only and are trademarks of their respective
companies.

Reserved.
19
THANK YOU

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