Wilke/Thornton, Inc. is the leading provider of consumer relationship solutions for Consumer Affairs contact centers. Its solutions for consumer response contact handling include:

Consumer Relationship System^TM (CRS), the de facto standard, Web browser-based contact management system, offers complete e-consumer affairs capabilities, including consumer demographics, intelligent workflow, issue escalation, knowledge base, survey scripting, order entry, campaign management, and consumer insight reporting. For details, click CRS.

CRS On-Demand^TM provides CRS capabilities via Web subscription service.  Wilke/Thornton hosts clients' tailored CRS applications, performs backups, and maintains security.  Instead of licensing CRS through an initial capital investment, clients subscribe to this online service, paying as they use CRS. For details, click CRS On-Demand.

Item Locator Service^TM (ILS) enables clients to provide consumers with locations (names, addresses and phone numbers) of stores nearby that carry clients' desired product items. For details, click ILS. See also www.ItemLocator.net.

Social Media Analysis and Response Tool^TM (SMART) is an online subscription service that enables companies to monitor social media commentary about their offerings and to respond to individual commentators.

With SMART clients set up search terms and social media sources to monitor.  The service scours the sources for mentions of specified brands, products, topics, and issues.  An interpretive engine with user-defined rules categorizes and prioritizes mentions.  SMART users scan mentions, deciding which require handling.  Detailed tagging mirrors coding of regular customer care contacts, enabling mentions to be correlated and reported with regular contacts. For details, click SMART.

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