Tracka in the NHS

Tracka – NHS DrFoster Case Study

Challenge: It was recognised that NHS Stoke on Trent Community Health Services needed to ensure that the organisation has timely, auditable, and accurate information about patient experience. In order to get an understanding of patient satisfaction, a more systematic and reliable approach was required.

Solution: NHS Stoke on Trent Community Health Services started using PET in 2008 with ten devices to monitor how patients perceived the range of health services provided.

Outcome: Within the first two months of using PET, it became apparent that tangible improvements were required where hygiene and hospital meals were concerned. PET is providing the organisation with a tool to benchmark core patient experience along with key organisational objectives as set out in its strategic direction. As a result, a further 20 PET units have since been installed across all services.

Also read this case study… Erewash Case-Study

Tracka in M&S

Marks & Spencer – CFS Tracka Case Study

Marks & Spencer wanted to prove internally that the information gathered by the CFS system was accurate and representative. To do this they checked the system results against known factors. The system accurately reflected known situations.

Thus the system provided M&S with two things:

1. An accurate measure on which to base performance evaluation for service delivery

2. A system that would illustrate new and unexpected areas for focus and improvement.

Microsoft & CFS

The South African company, Customer Feedback Systems, has witnessed rapid growth since it introduced a real-time service that measures customer service levels. This led to plans for overseas expansion through an international distribution network. But the company was keen to replace its existing reporting software, which was too complex and expensive to support worldwide operations.

By implementing Microsoft® SQL ServerTM 2000 Reporting Services, Customer Feedback Systems dramatically reduced costs, significantly cut the time spent on generating ad hoc reports, and provided a cost-effective and flexible environment that guaranteesthe success of its international strategy.

Read the full case study… MS CaseStudy CFS 2

Tracka in Specsavers

CFS Specsavers – Case Study

Specsavers were keen to upgrade the manual system the company had in place for collecting customer feedback data to help improve the levels of customer service. The optical group wanted to access professional service offered to its customers and provide store directors with an intuitive solution that would deliver rapid results which could be fed directly into the daily running of their businesses.

Innovation Rewarded

Engineering News – Innovation Reward

Innovation is crucial to industry and economic growth. That is why the South-African Department of Trade and Industry (DTI) has introduced the SPII (Support Programme for Industrial Innovation) initiative to support companies in the develop of new products.

The winners of the 7th SPII Awards was announced in Kimberley in Sep’04…

Customer Feedback Systems won the small enterprise category with its innovative CFS Version 2 Service Tracka project.

The CFS Version 2 “Service Tracka” product is an electronic tool designed to obtain useful and reliable service information with little inconvenience to the customer providing the information. Feedback Systems GM Renier Botha says direct-customer, real-time market intelligence and operational information is an indispensable tool for any business, particularly those involving a large number of individual customers. “Traditional methods include direct or telephone interviews and the completion of forms by customers – all methods that are expensive and time-consuming,” he notes.

With the CFS Version 2 Service Tracka, electronic input devices are located at tills or at strategic positions within a queuing system. The customer enters his responses to questions, without assistance, into the input device. The data is then hosted and managed by CFS and, upon input, is immediately written to a database and results delivered electronically to the client as often as daily. “This enables the client to focus on driving service improvement,” Botha explains.

The CFS system has a number of enhanced features, including a card reader for linking to loyalty programmes, the location of ‘intelligence’ in the central controller, which reduces input device costs, and the activation of the input devices from the central controller, which allows for the reduction of fictitious entries. The provision of question template updates by means of programmable chips in the lid also allows updates to be made before and after deployment of the input devices making question changes easy. Local customers include banks, hotel groups, healthcare, retailers and the South African Revenue Service.

Feedback Systems started developing the CFS Version 2 Service Tracka system at the end of 2001.

The product was subsequently released on the market at the end of January the next year. Today, the company has sold some 4 500 of these systems across South Africa.

Feedback Systems also has distributors located in Zimbabwe (servicing African countries, such as Tanzania, Kenya and Namibia), Australia, Singapore (servicing South East Asia), Dubai (servicing the Middle East) and London (servicing Europe). “We have a total of about 2 000 Service Tracka systems operating in these countries,” Botha says.

The company is also currently negotiating a distributorship deal for the US.

Read the full articel here… Engineering News – Innovation Reward

Reporting Services Pioneer

Microsoft Tech-Net Mag 10.2004

Renier Botha, Director and GM (General Manager) at CFS (Customer Feedback Systems – now Customer First Solutions), talks to Microsoft TechNet magazine about the pioneering work done using Microsoft SQL 2000 Reporting Services, making CFS the first company to go into production with their “Service Tracka” product using the new Reporting platform from Microsoft.

The first version of the “Service Tracka Reporting Suite”, developed on the Beta version of Microsoft’s Reporting Platform utilising SQL Reporting Services, DTS (Data Transformation Services), OLAP (Analysis Services) and SQL2000 Database, enabled CFS to crunch through a large amounts of data collated from accross the world and deliver thousands of daily scheduled reports to clients helping them to measure customer satisfaction as part of the NPS (Net Promoter Score) KPI (Key Performance Indicator).

Read the full article here… Microsoft Tech-Net Mag 10.2004