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| Discipline: | Outbound Customer Survey |
| Industry: | Automotive |
| Product: | Service Price Estimating System |
| Objective: | N/A |
| Challenge: | A Fortune 500 organization was touching only 5% of its customer base. |
| Solution: | Incept was contracted to provide a more comprehensive drill-down survey to determine and track satisfaction level trending data. The plan also called for surveys to be taken on 100% of the customer base, at 3-month intervals, throughout the life of each customer. Using branch-scripting technology, Incept identified, categorized and responded to specific customer issues, delivering critical data to field sales representatives for immediate follow-up and subsequent resolution. |
| Result: | Since initiating calls, Incept has identified product issues with approximately 12% of our client's customer base. Incept? proactive approach to customer service allowed this client to quickly address and resolve customer complaints, which resulted in a save rate of 96%.
Incept also provided this customer with the additional benefit of capturing customer verbatims, which created a deeper understanding of the product enhancements that customers felt would be of greatest benefit to them. |
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