A single CIOPulse license may be used by an organisation of any size, including those operating in multiple countries.

Typically, however, the requirements of organisations who wish to use CIOPulse across regions can only be met by treating each region or country as a separate 'Business Unit'.

Each Business Unit requires its own license.

Each Business Unit has its own CIOPulse Administrator (who can access the Portal to manage the configuration of the CIOPulse system for that Business Unit, e.g. to define the grouping of Support Teams into Departments) and receives its own monthly management report.

CIOPulse calculates and tracks Net Promoter Scores at four levels - Agent, Team, Department and Business Unit. It also calculates Net Promoter Scores for Customer Segments.

It is important to note that, should a single organisation require multiple licenses of CIOPulse (e.g. where the organisation operates in multiple countries and each country is a Business Unit), each license (Business Unit) is an informational silo. No consolidated information, reporting or analysis is available at any level above Businessl Unit. For example, CIOPulse will calculate a Net Promoter Score for each country (the Businessl Unit), but will not be calculate a global Net Promoter Score. Each Business Unit is a separate instance in CIOPulse.

If you are on our Business Plan, you must issue our surveys in English.

If you are on our Corporate or Enterprise Plan, you may issue surveys in different languages, e.g. issue German surveys to your German-speaking customers and English surveys to your English-speaking customers.

For a one-off cost of AU$500 per translation, we will translate the surveys into any language.

For transactional surveys, the survey language is determined by your customer support system. The survey language is set by providing the customer with a language-specific survey URL (the URL that you embed within your survey invitation email).  

For example:

• English: https://survey.cio-pulse.com/?tc=ts&sc=ABCDEF&cpc= etc
• German: https://survey.cio-pulse.com/?tc=ts&sc=GEHIJK&cpc= = etc
• French: https://survey.cio-pulse.com/?tc=ts&sc=LMNOPQ&cpc= = etc

The language used in all screens, reports and dashboards (e.g. the Portal, NPS gauge and monthly customer satisfaction reports) is English.

Service Recovery alerts and reports (notifying Support Leads of unhappy customers) are sent once a day at a time of day that is configurable in the Portal.

Weekly and monthly reports for Support Leads are sent at the same time of day.

Should an organisation wish these alerts and reports to be issued at different times in different regions, each region will require its own CIOPulse license. Each region will then have access to their own Portal where they can set their own Timezone and the time of day they wish the SMS alerts to be issued.

Each Business Unit has its own CIOPulse Administrator. The Administrator is the person who has access to the CIOPulse Portal (e.g. to configure the grouping of Support Teams into Departments) and to whom we send Monthly and Quarterly reports.

We provide email support to each CIOPulse Administrator 8am to 6pm, Monday to Friday, Melbourne/Sydney (Australia) local time.

Invoices for CIOPulse subscriptions are issued in Australian Dollars or US Dollars. Payment can be made in one of three ways:

• By electronic funds transfer into our Australian Bank Account.
• By credit card in Australian Dollars.

Our privacy policy is described here:

http://www.cio-pulse.com/privacy/

You do not have to share any customer (end-user) or agent details with us.

The only mandatory personal information we store is an email address and mobile phone number for the CIOPulse Administrators, and an email address for the Support Leads. 

We are unable to be familiar with the privacy legislation of every country. Should you have any specific questions about the way our data is stored and used, please direct them to [email protected] and we will do our best to answer them.