SKYCREEK SOLUTIONS OVERVIEW

With nearly 20 years of deep operational experience solving real-world, mission-critical needs with automated contact solutions—whether aiming to reduce cost, increase current performance or stand up new capabilities—our Industry Solutions are designed to be easily adapted to customer requirements, rapidly deployable (in as little as a week) and inexpensively extensible through the expanding array of SkyCreek managed services, channel options and systems integrations.

SkyCreek’s Industry Solutions include:

	SkyCreek eTouchPoint – is a robust enterprise feedback and customer experience management solution that provides dynamic multi-channel satisfaction measurement and proactive account loss prevention capabilities tailored to mirror the structure of customer care organizations. It is designed to capture the voice of the customer by continually monitoring, measuring and benchmarking the performance of any customer touch point and to roll-up any and all metrics that provide insight across and up through the entire service delivery chain. It provides a comprehensive view of the customer's journey—their experiences across time and according to the departments of your organization they have interacted with—and intelligently detects varying degrees of dissatisfaction to preemptively contact customers and assign them to account recovery and churn prevention teams. eTocuhPoint is deployed at leading customer-centric organizations providing enterprise-wide visibility into brand value, customer loyalty and account loss prevention. > More
	SkyCreek Field Service – offers a high-volume dispatch support solution for large-scale field service operators who need to eliminate customer no-shows and no-access situations from their daily dispatch workload and to prevent the high costs of incorrectly deploying field-service resources to non-productive jobs. Field Service is comprised of a flexible array of hardened pre-appointment contact programs, technician contact utilities and post-appointment processes that all work together in tandem to reduce avoidable truck-rolls and improve overall route accuracy, dispatch performance and customer experiences. SkyCreek's Field Service solution is proven to reduce thousands of avoidable routes per day from field delivery, installation and repair functions and is currently suppressing millions of dollars in wasted field service resources a month across some of the largest operations in North America. > More
	SkyCreek Appointment – is flexible and dynamic appointment management solution for service providers who need to reduce their rate of customer no-shows, late-shows and no-access appointments to improve top-line revenue performance and to reduce bottom-line cost. Appointment employs a number of pre-appointment contact routines to connect with customers across calling, web, email and text messaging to confirm, reschedule and/or cancel upcoming appointments. It provides an easy to use, web-based interface for scheduling managers to quickly see current day and future day statuses of booked appointments and to quickly see and act on bookings still in jeopardy of not showing or showing late. > More
	SkyCreek Verify – is a service assurance solution that automates the verification of service orders to prevent customer frustrating errors from entering production service systems. Verify automatically compares service orders against features or services available on the network. It provides daily reports of service exceptions so changes can be affected before customers experience the issue—improving order provisioning, order fulfillment, inventory and order billing accuracy and downstream customer experience and satisfaction. > More
	SkyCreek Activate – automates complex order provisioning and service activation for wire-line, wireless, cable and broadband services. Activate is capable of spanning multiple integrated provisioning and order management systems to automatically plug the holes in the service fulfillment process and eliminate administrative and support overhead from timely service activation. It employs a standard, baseline rules-based knowledge set, configured to the service provider's network equipment, providing for a highly customized and precise solution. Activate reduces activation errors, improves order fulfillment performance, and prevents costly-support inquires coming into customer support centers. > More
	SkyCreek Mediate – Automates the correction of order-fallout from large-scale order processing and provisioning systems. Its intelligent error-handling eliminates the majority of manual intervention required to correct order-fallout, while collecting valuable root-cause analysis information for further refinement of automated processing and to improve overall service-fulfillment. Mediate captures fallout from one or many integrated provisioning systems, automatically corrects errors based on sophisticated rules processing of defined correction approaches, and resubmits the order for flow-through processing. Mediate reduces customer complaints, the high cost of manual processing and improves overall service fulfillment experiences for end customers. > More
	SkyCreek Sentiment – allows customers to understand why their customers behave the way they do. Sentiment provides natural-language processing as well as human monitoring to determine the true sentiment of captured customer feedback. It goes beyond what is said to assess and analyze how it is being said and why, producing a more accurate understanding of customer's true feelings of their experiences with the business, the brand and personnel. Sentiment can also be utilized to understand employee sentiments by giving them an anonymous voice to improve processes, impact perceptions of performance and advocate on behalf of the customers they serve. > More
	SkyCreek Tech CT – provides a simple, easy to use calling application to enable field technicians or office personnel to easily manage calls to customers from their mobile or desktop phones through SkyCreek’s centralized contact center soft switch. It allows businesses to monitor compliance of call-ahead and call-back business rules while preserving their corporate brand when employees, sub-contractors, agents and other front-line and field-service employees have to initiate contact with customers—while most importantly, eliminating costly calls into manual support centers. Tech CT also provides intelligent follow-up reminders that allow users to easily understand who they are required to circle back on after an appointment, repair, installation or delivery, or in some cases to generally confirm service. > More
	SkyCreek 1st Response – intelligently captures, monitors, and processes customizable health metrics instantaneously to detect anomalies that cross defined health thresholds. 1st Response upon detecting a variance or an out-of-bounds scenario can automatically trigger proactive notification to health professionals, family members, and other concerned parties. It can report the conditions presenting and it can quickly provide care givers with the necessary context and complimenting data to clearly expose the full scope and severity of the situation. > More
	SkyCreek Collect – leverages individual and aggregate contact histories to accurately determine when to individually target collections attempts to ensure the highest-probability times, days, channels and approaches to use to yield customer connections, responses and ultimately payment. Collect provides flexible contact logic to determine different actions depending on the result of each contact attempt—whether a live person is reached, voice-mail, an answering or fax device, and if emails/text messages were opened and what type of response, if any, was received. > More

To learn more about SkyCreek Solutions please contact our dedicated account management team.