At face value CFM may sound like another three letter acronym but it's a process that makes great business sense.
It's all about managing the flow of your customers and their experiences from their initial contact with you through to service delivery as well as seeking their feedback and views after they've received the service they need.
CFM can help you increase sales and productivity and reduce costs by ensuring that the right customer is in the right place, at the right time and is serviced by the most appropriate staff member.
It also increases customer and staff satisfaction by reducing the actual as well as the perceived waiting time. It also creates a relaxed environment and importantly for customers, it establishes a controlled and fair waiting process. CFM can also generate data and insights about how your customers behave and how your staff serve them.
It's data like that which can help you improve your business processes and raise customer service standards.
In our world the CFM process covers five key areas and we have developed solutions to address each phase of the process.
Many customers adopt CFM in totality and incorporate all solutions into their operations whereas others use a specific solution.
Importantly we recognise there is a difference between queuing and waiting. Waiting is what customers do between wanting something and getting something and queuing is part of the overall waiting experience as our CFM process diagram shows.
Our team can assist clients at all stages from strategic consultancy to help specify the most appropriate solution through design and planning to implementation, and post installation training and support.
Want to get under the skin of the science? Then talk to us.