OPEN-LINE is a simple-to-implement and simple-to-use online tool that proactively solicits feedback from your customers via email and the web. OPEN-LINE allows your customers to register problems, compliments, and ideas directly to you or your team. It establishes feedback loops between you
and your customers so your customers’ issues are never “lost” and never closed without the customer’s ultimate approval. OPEN-LINE provides a real-time window into every customer’s “state
of experience” for you to oversee and improve.

Reach your customers. Identify their issues. Fix the problems. Simple.

WHAT IT DOES

Based on a patented concept, OPEN-LINE uses simple yet sophisticated behavioral theories to monitor the experiences your customers have with your organization. OPEN-LINE automatically sends email check-ins to customers with one core message and simple question: “We care – do you have any problems (or compliments or suggestions) to report?” Customers click on a personalized URL provided in the check-in to quickly forward their feedback to you (instead of to social-networking sites) via the web. This sets in motion a powerful closed-loop mechanism that stays in motion until the customer’s satisfaction is achieved.

HOW IT WORKS

We create a secure OPEN-LINE account for you.

We upload your logo and corporate colors, if you’d like, to the OPEN-LINE customer-
    facing website.

We upload your customer names and email addresses into your OPEN-LINE account.
    (Don’t worry – it’s a secure website and your customer lists stay private and under
    your control.)

We help you write the email check-in(s) that will be delivered to your customers.

We set up a check-in delivery schedule that works for you (for example, the first Wednesday
    of every month or the day after a planned event).

OPEN-LINE sends the email check-ins to your customers according to the schedule you’ve
    selected. Each personalized check-in contains a secure link to the OPEN-LINE website. If your
    customers want to give you feedback (say they have a problem that hasn’t been resolved or
    they have a compliment or suggestion they want you to hear), they click on the link and use
    the personalized, fun, fast, and easy website to communicate with you.

OPEN-LINE emails your customers when they do provide feedback, to thank them and let them
    know their input was received. At the same time, it alerts you (or whomever you designate
    on your team) that a customer has provided feedback so you can immediately start addressing
    issues.

You log into the OPEN-LINE console to view and manage customer feedback (organized as
    “tickets”). OPEN-LINE reminds you when problem tickets are left unaddressed for too long
    (you determine what “too long” is) and when due dates are approaching.

When you designate that a problem ticket has been solved, OPEN-LINE emails the customer to
    make sure that they agree. If the customer still believes the problem is unresolved, the
    customer may re-open the ticket and provide additional information … giving you another chance
    to make it right.

OPEN-LINE provides a library of online, real-time reports for you to run on demand as well as
    an ad-hoc reporting tool you can use to create your own reports. It provides windows into the
    customer experience your organization is creating both at the individual customer level and
    at the macro level.

OVERVIEW

¹US Patent 7698162