Communication – the make or break in Customer Experience.

Many organisations have grown through being able to deliver an amazing customer experience.  Together with growth comes volume which often leads to resource capacity challenges.   Technology such as CRM systems has taken marketing to an unimaginable level for organisations through automated emails and messages to their customer base.  If your business don't have the tools to follow through on this communication journey with your customers, it can be a make or break in a good customer journey experience.

These types of systems come with great power to communicate easily to a large customer base, but can also put your business reputation at risk when you don’t have a system that helps your customer service team to close the loop in delivering a great experience with that customer.

For example, a car dealership has an automated direct email and SMS system that reminds customers of their car’s annual service.  The customer is prompt to email, phone or fill in a webform. 

In general, CRM systems are able to capture email and webform information and push it through to the relevant sales person successfully.  Beyond this, it’s up to your team to make sure that this customer gets the best experience from booking to getting the service done.   

In so many situations, a bad customer experience comes down to a lack of communication.  Imagine this, the customer phones to book a service and a receptionist directs the call to the service centre.  The service booking agent is busy on another call and the receptionist needs to take a message, but doesn’t have any means of capturing and saving a notification on this customer’s profile.   Meanwhile, the system doesn’t pick up that a service booking has been made, and the customer keeps getting frustrating reminders that his car is due for a service.  After the service is booked, done and paid for, the CRM system still doesn’t have any way of knowing that the customer has been served. It still keeps on reminding them of the car service that is due.  By this time, the customer also had a very bad experience in just getting the car booked in for a service.

A knowledge management system can help this team successfully close the loop in their communication flow without necessarily having to increase their workforce. Our Knowledge Management Solution provides a single view of multiple knowledge sources including response templates for different channels. It is a highly functional system that is constantly updated to reflect the requirements of our varied customer base. It can be used as a standalone or as an integrated solution with existing systems such as CRM, ITSM or internal intranets and external websites.

A Knowledge Management System can help you grow your customer base and be able to offer an amazing experience without your team getting overwhelmed with the volume.  For more information on Knowledge Management, click on the link below:

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Get a quick overview so you can spend your time improving your processes.

You can easily define and set up processes according to your own needs using a convenient layout tool. In addition, since all types of workflow processes can be managed, you get all case management in one single system. 

Analyses, statistics and reports give you an unbeatable overview with real-time status and division of responsibility. Nothing has to fall through the cracks anymore and you always have an accurate and up-to-date base for decision-making.

CANEA Process is a tool that allows you to model and share business processes in an easy-to-use graphical web interface.

Seeing is understanding

Visualisation gives all employees an understanding of the organisation’s processes, activities, responsibilities and information flows.

Living processes

Identifying working methods while making it easy to update is the basis for continuous improvement of processes.

Create a complete picture

Linking together documents, information and tools with clickable process maps create an intuitive and comprehensive management system.

CANEA Workflow is an IT solution that automates, quality-assures and speeds up administrative workflow processes.

You can easily define and set up processes according to your own needs using a convenient layout tool. In addition, since all types of workflow processes can be managed, you get all case management in one single system. 

Analyses, statistics and reports give you an unbeatable overview with real-time status and division of responsibility. Nothing has to fall through the cracks anymore and you always have an accurate and up-to-date base for decision-making.

By creating executable processes in CANEA Workflow, you get both better control of the situation and smoother processing.

Streamlining the work

Ensure compliance and that handovers are done correctly and with the right information.

Correct decision support

You get an unbeatable overview of the processes in real time, with both clear reports and clear diagrams.

Improve processes continuously

Our process support can be constantly adapted to changing needs and requirements. In this way, we give you the best possible conditions for your daily work.

A document management system without complicated folder structures.

CANEA Document combines simple and intuitive search features with powerful features for managing documents from a life cycle perspective.

Maximum availability
Search and find information quickly based on what you need, not where it is stored.

High security
Ensure accuracy, changes and access to all information – with high traceability.

Fulfils requirements
Manage information according to standards, legislation and other requirements for document management.

CANEA Document supports everything from production, publication and modification to archiving and deletion – with full traceability and version management.

CANEA Document provides secure management of all types of documents – in one place. Tagging the information with metadata creates a virtual, multidimensional folder structure. This means that a document appears in multiple locations at the same time, with authorisation-controlled access. The right information in the right place for the right users at the right time!

You can usefully add your company’s process-oriented management system to CANEA Document. All production and distribution of documents is quality-assured and streamlined. In addition, your employees always have access to the most up-to-date version of the documents – directly via intranet, tablets and mobile phones.

Improve the performance of your project activities

CANEA Project is a comprehensive project tool with integrated support for all types of projects and parties– such as management, resource owners, clients, project managers and project participants. CANEA Project gives you an excellent overview of your entire project portfolio, including profitability and status, making it easier to prioritize and make decisions.

CANEA Project shares all important project information with both internal and external members.

Let your project manager focus on management rather than administration and distribution of the information.

Gather all project information in one place and make it available to both internal and external members.

Helps you with prioritization of projects, resource management and analysis of portfolios and programs.

Make reality of the strategy

CANEA Strategy makes it possible for organisations of all sizes to create a unique common thread from the strategic work to the daily operations. We do not just provide performance management tools but rather a completely new generation of IT support for strategy activation. The system guarantees and provides support throughout the chain from strategy to execution. You get no results without action. CANEA Strategy makes it possible in practise! 

CANEA Strategy ensures and provides support throughout the entire journey from strategy to execution.

Create a shared understanding of the strategy, the goal to achieve and how.

Gives management an unbeatable overview of what’s happening, how it’s progressing, and why.

Creates a clear common thread from the strategy to project, initiatives and actions.