What We Do

The BSM-NOW Platform helps e-service providers deliver better Quality of Experience than their competition.

Our unique selling points

First of all, the BSM-NOW Platform automates and simplifies the process of diagnosing customer Quality of Experience or QoE -- the most significant single factor in a real-world evaluation of the user experience. Next, the BSM-NOW Platform is on-demand Software as a Service, so instead of hiring an expensive consulting or research firm and waiting weeks for results, our customers can measure as much as they want, whenever they want, and for a much lower price. The BSM-NOW Platform comes from over 20 years of scientific study into service quality of experience, consumer behavior, and also takes into account multiple industry service management frameworks. Bottom line is that its like having a team of PhD's in marketing, psychology and service management all rolled up into an affordable and easy to use on-demand e-service offering.

Services we offer

We offer the BSM-NOW Platform, which measures service quality and value from an "out-side in" customer point of view. The BSM-NOW Platform does all the data collection, analysis and then presents a prioritized "to do list" of actions the e-service provider should take if they want to increase customer satisfaction, loyalty, retention, purchase decisions and the financial performance of their company. We show exactly which combination of quality and value components our customer needs to improve to satisfy their customers.

Our target market

Our target market is the established e-service provider since they face the most competition right now. Today's picky customers have lots of options and failing to gain and keep customers is a top concern for all e-service providers, but especially this group. Smaller and startup e-service providers are also good targets for us too since they are less likely to have the expertise or money to invest in critical customer research.

What we are planning for the future

For the future we will include advanced demographics and benchmarking features so e-service providers can see how they stack up against their competition – not from a feature/function perspective but from a Customer Quality of Experience perspective. Another development area is measuring customer maturity from a social or community perspective. Such community maturity data will help e-service providers better understand what to offer and how to package their services for highest returns. Both of these efforts reinforce our core value -- helping our customers get and keep more customers.

Benefits we offer our customers

Our customer benefits include offering better Quality of Experience than their competition. Depending on the e-service provider type, this can mean making more money or simply keeping their job!.

How we support your customers

As you might expect given what we do, we know that the #1 service issue causing customers dissatisfaction is not being able to reach someone when they need to – so we focus on being available! We support our customers through a well-designed e-service offering, an easy interface with help at every step, a comprehensive WIKI, a community board, email and of course telephone.