Product recalls are the nightmare that keeps every durable goods manufacturer awake at night. While few are of the magnitude recently experienced by one well-known maker of automobile tires, most manufacturers today are concerned with how long their current problem resolution process takes. The longer it takes to resolve a recurring problem, the more units are going out the door that will need to be fixed later on, and the greater the cost will eventually be to fix them. And besides the direct financial cost of product repairs or replacements, companies risk additional losses from lower customer satisfaction, fewer repeat customers and a tarnished reputation.
Manufacturers confronting recurring product problems are suffering from an information deficit, a deficit that severely limits their ability to make rational decisions. Not only does the shortage of useful information make it take longer to detect problems in the first place, it also has time-consuming ramifications throughout the rest of the resolution process. Understanding the precise nature of problems, prioritizing them, and determining the best solution is more difficult.
Attensity believes there is valuable information in what customers, service technicians, dealers and others tell manufacturers. What gets captured in text during a customer interaction or in a technician's repair notes, for example, contains not only useful information, but information that may not be available by any other means.
With the Attensity Text Analytic Suite, Attensity provides the critical clues an organization needs to quickly detect problems in the first place, ferret out the root causes and intelligently decide on a course of action. Using Attensity's application, manufacturers can overcome their information deficit with more information and better information more quickly than was possible before. Instead of waiting six months to accumulate and manually process information to detect problems and determine their root cause, Attensity provides the systematic, granular data to accomplish these tasks in days. As a result, small problems can be dealt with quickly before they become large, costly ones.
With Attensity Voice of the Customer Analysis, the application accomplishes this small miracle by turning the structure of language into the structure of data, efficiently and effectively. Attensity's solution unlocks the information nuggets buried in unstructured text, combines them with other available structured data, and performs extensive analysis to prevent key trends and events from developing into costly -- even dangerous -- problems. By understanding the "voice of the customer," the "voice of the technician" and others, and by catching little problems before they become big ones, Attensity can help manufacturers improve product quality faster than ever before, reduce warranty and product recall costs and increase customer satisfaction.
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