Newton CIA: software for handling and evaluating customer feedback. Its designed to optimize your customer satisfaction management. Newton CIA has an extensive array of features. The following list is merely a summary, but should give you a good idea of what the software can do. The Full versions (Single User/PC and Networked) have all of these features.

CASE ENTRY:
Every customer contact is recorded as a case in Newton CIA. Case Entry is the heart of the software, where that recording is done, and where the other software features for responding to the customer are accessed. Below is a breakdown of whats in Case Entry:
Data Collection Categories


Full Case - The big picture of a case. When it was entered and by whom, current status and priority. How the customer made contact, and what the general nature of the contact (complaint, compliment, etc.) was. Also has a text area for entering a general summary of the case.

Customer - Contact info for the person who contacted you, and for any other third parties associated with the case.

Product - You can list one or multiple products (or services) that are involved in the case.

Issue - The topic that is associated with the product, and your findings after review of the matter. Multiple issues can be assigned to each product.

Memo - Free form text memos let you record notes related to the current case. Memos can be added by multiple users. Each user can only modify the memos he or she created.

Letter - You select from pre-defined form letters that pull in details from the current case, which makes responding to the customer as easy as a few mouse clicks. Letters can be generated as either standard text files or MS Word documents.

Enclosure - Assign and track both number and value of response materials that are used to satisfy the customer.

Notice - An audit trail record that shows you have informed an interested party about the case youre working on.

Image - Attach images (in multiple picture formats) and text files to your cases for later reference. No more trips to the file cabinet to pull support documentation.

User Page - An area where you can enter data items that are specific to your business. You define what these items are, and whether they are free form entry, or drop down lists.

Warranty - Assign the case as a specific claim against a registered warranty.

Quick Case™ - Track simple inquiries, where you dont need a full blown case recorded.


Features for Responding to the Customer


Ref Center™ (Reference Manual) - An electronic encyclopedia for your call takers to use when handling calls. You can store company history/policy, product info, problem handling tips or procedures, or even scripted answers to sensitive questions - both text and images. Any easy tool to improve call taker competence without extensive training or experience.

Where to Buy/Service Locator - Using zip codes, you can find the nearest of you locations for a customer. If complete address data is keyed in, you can access internet based route mapping with MapQuest®.

Survey Capability - Create and administer paperless surveys, using both multiple choice and text questions. Powerful survey result reports let you examine responses from all interviews, or just special sub-sets you select.

Multiple Look Up Methods For Cases - You may not remember the case number you want, but you can find it easily with lookups by name, zip code, phone number, and city, to name just a few.