Need

• Measure, manage, and improve each customer’s experience in order to enhance customer loyalty and ensure renewals
• Identify problems with new releases early on, allowing timely corrective action so that new products are well-received and calls to Support are minimized
• Track operational Key Performance Indicators (KPIs) and customer satisfaction, in order to optimize use of existing resources while ensuring high levels of customer satisfaction
• Track performance of each service rep against his/her individual goals, giving managers and the reps access to that information

Solution

• Comprehensive online customer feedback program to collect feedback from customers when their cases close

Results

• Maintenance contract renewals increased substantially
• Scores improved significantly for overall satisfaction, loyalty, and referenceability
• Training for new hires and continuing courses for existing employees were modified to reflect customers’ issues