The new applications, which complement the existing CDC Respond business intelligence toolset of Respond Intelligence and Respond Insight, are based on the Microsoft business intelligence platform, providing CDC Respond customers with high levels of accessibility, usability and the combined power of industry-leading products.
Respond DataMart is the cornerstone of the new CDC Respond business intelligence offerings. Respond Data Mart helps to automate and simplify tasks associated with the maintenance and management of a âdata martâ, an analytical data store designed to focus on a specific business function such as complaints management. Respond DataMart also provides access to the transactional complaint and feedback data captured through CDC Respondâs established products, enabling rapid response to user queries through optimised, pre-aggregated and calculated data.
Respond Analytics is an integrated and ready-to-use set of analytical and reporting tools enabling the user to quickly and easily create intelligent dashboards and insightful reports. While some business intelligence tools demand significant levels of expertise from their users, Respond Analytics is designed to be used by anyone, helping employees to follow trends, create several types of analyses and make better, faster and more reliable business decisions.
Respond Report Packs provide sets of pre-packaged report templates based on market research into the needs of particular vertical markets.
Alys Woodward, program manager for European Business Analytics at IDC, comments: "Customer complaints applications almost always contain useful information but it is often difficult for users to get hold of this information in a format that makes it understandable and relevant to them. The ability to create data marts and analytics helps users to understand the information, which makes it easier for them to make information-based decisions and thus take effective action."
James Heavey, president of CDC Respond, a business unit of CDC Software, said: âThe way an organisation monitors its own performance is critical to its success. Customer complaint and feedback management systems, such as our Respond products, offer businesses a commercial advantage by helping to highlight problems and issues and allowing businesses to gain insight into how their products and services are perceived. The combination of Respond DataMart, Respond Analytics and Respond Report Packs helps provide deep insights into trends within customer attitudes and behavior, allowing organisations to monitor product performance, drive business improvement and improve the overall customer experience.â