Finance has ledgers and controls. HR has policies and records. Customer experience benefits from the same things: a named owner for each issue, a defined process for resolving it, and a measure of whether the resolution worked. OodelCX provides that structure.
OodelCX provides each of these for customer and colleague experience.
A named owner and a due date for every issue.
The 5C Framework, from first response to measured outcome.
Scheduled AI Insights reports, with exports for meetings.
A Decision Log that records what changed and what happened next.
Collecting feedback is the visible part. What follows needs an agreed process: who is responsible for an issue, by when it should be resolved, who is told, and how anyone would know afterwards that it made a difference.
When that process is written down and shared, patterns are noticed sooner, responsibility is clear, and the decisions that followed can be reviewed and repeated.
OodelCX is built to supply that process, for both sides of an organisation. For customers, every score on the dashboard traces to cases with owners, and every case to a decision whose effect can be measured. For colleagues, head office hears every response and can see how each branch compares.
A metric that moves without an explanation does not help anyone decide. Every metric in OodelCX links to the cases that are meant to improve it.
A single café and a national network run on the same platform. The difference between them is handled in permissions and structure, not in a separate product.
AI-generated insight reports are checked by a person before an account sees them. AI is used to draft the pattern analysis, and people make the decisions.
When you write to us, the person who replies understands the product and your question.
These describe how the product behaves today.
A branch is not named in staff results until at least five people there have answered, so no individual can be picked out.
Investigations are written only from figures the platform has computed, and each conclusion is labelled likely, inferred or uncertain.
AI Insights reports are reviewed before they are published to an account.
Per-person permissions limit what each team member can open, two-factor authentication protects every login, and sensitive account changes are recorded in an audit log.
Tell us about your organisation and which product interests you. We will walk through the whole process using a scenario close to yours.
Prefer email? hello@oodelscore.com