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Rio de Janeiro-based IT firm QuestManager will work with the tourism agency of Brazilian airline TAM (NYSE: TAM) to improve customer service, the companies said in a statement.
QuestManager, which specializes in market research solutions, will install an enterprise feedback management (EFM) system to measure the application of services and client perceptions in real-time at TAM Viagens franchises.
"With this tool we can quickly correct the activities of retail outlets that do not meet the needs of our customers, which may positively impact the corporation's results," said TAM Viagens franchise network manager Edson Akabane. TAM Viagens plans to nearly triple franchises, from 72 to 200, across the country by the end of 2011.