Market Force Information, a provider of customer intelligence solutions, has launched KnowledgeForce, a customer intelligence platform for consumer-facing businesses like retailers, restaurant chains, and gas stations.
The cloud computing-based platform enables businesses with multiple locations to see how each of their stores is operating by integrating their streams of customer service measurement data and metrics, such as customer satisfaction surveys, mystery shopping audits, social media sentiments, and call center reports, as well as financial metrics and third-party data. It correlates and summarizes the data, and presents it in a dashboard customized for every key role in the organization, from CEO and chief operations officers to the individual store managers.
"Our large retail and restaurant clients were swimming in data, and they weren't reaping its benefits because it was sealed off in different departments and computing systems," said Janet Eden-Harris, chief marketing officer at Market Force, in a statement. "KnowledgeForce was born of a need to give companies a single, financially accountable view of all their customer-related information."
KnowledgeForce integrates multiple data streams, regardless of whether the data was collected by Market Force, generated internally by the client, or provided by a third party. It can help B2C businesses stay on top of their customers, their stores, and their financial performance, and calculate the ways in which all three are connected.
"KnowledgeForce responds to a very real business problem that our clients are grappling with: how to integrate highly varied types of data to obtain a holistic view, without having to prepare or manipulate the data in any way," said Marcus Daley, Market Force's chief technology officer, in a statement. "Many have spent millions to build in-house systems, only to find the result a disappointment because diverse formats, reporting periods, and data types makes it extremely difficult to aggregate and analyze. KnowledgeForce solves these problems and more."