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Solutions and services
1 SatisFactory: Speed up customer satisfaction
2 Our solution: Advanced technology, on demand recommandations
3 Sharing-data: Innovative survey on line solution
4 Consulting
5 They trust us
6 Why SatisFactory ?
SUMMARY
SATISFACTORY: SPEED UP CUSTOMER SATISFACTION
1
Copyright © 2012 Tous droits réservés 4
SatisFactory
Identity
5Com Group Head quarter in Paris Members of l’AMARC and Paris Entreprendre
Goals
To help you grow by improving customer satisfaction
Method
Feedback gathering, satisfaction measure and improvement, analysis and consulting
Means
We set up innovative satisfaction barometers with our Sharing-Data solution
Copyright © 2012 Tous droits réservés 5
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We help you drive customer satisfaction
1. 5% increase of loyal customers can convert to an increase of 25% to 100% of sales (Bain & Co)
2. Positive word of mouth bring in customers for a cost up to 5 times less than the cost of acquiring new customers
3. A satisfied customer is a customer whose management costs are lower
What does 1 point of customer satisfaction represent for the turnover of your company?
Copyright © 2012 Tous droits réservés 6
We help you drive customer satisfaction
} Continuously feedback gathering
} Key indicators
} Smart questionnaire
} Results easily shared
} Unsatisfied customers contact management
} On line SaaS Solution since 2003
} Multi lingual and multi channel surveys
} Real time results
} Multi users management
} Connecting system with your information system
Technology New
generation barometer
OUR SOLUTION: ADVANCED TECHNOLOGY, ON DEMAND RECOMMANDATIONS
2
Copyright © 2012 Tous droits réservés 8
Customer satisfaction management: Our method
STEPS SATISFACTORY PROJECT MANAGER SHARING-DATA CLIENTS
Feedback gathering
Questionnaires set up and programmation
High delivery e-mailing Survey methodology validation
Questionnaires and e-mailing design Fine tuned design Goals set up
Data exchange set up Automatized surveys
Measure KPI’s definition Dashboards Intern communication
Return rate optimization Statistical and graphical analysis Training
Alert management
Analysis Customer’s expectations understanding
Reporting on demande Analysis validation
Strategic and operationnal recommandations
Semantical analysis Comparaison between customers expectactions and intern KPI’s
Improvements Impact measure of improvement actions on KPI’s
KPI’s and operationnal goals set up Actions following
ROI measure
Easy management tool for large companies
3
SHARING-DATA: INNOVATIVE SURVEY ON LINE SOLUTION
Copyright © 2012 Tous droits réservés 10
Sharing-Data Solution: Presentation (1/2)
Real time on line analysis
Multichannel surveys
Internal and external data sharing
Alert system Semantical analysis
Automatized dashboards
Taking care of unsatisfied customers
On line reviews management
Copyright © 2012 Tous droits réservés 11
Sharing-Data Solution: Presentation (2/2)
Copyright © 2012 Tous droits réservés 12
Sharing-Data Solution: Unsatisfied customers management
Number of customers in alert
Quality Of Service figures
Call to action buttons
CONVERT UNSATISFIED CUSTOMERS INTO DELIGHTED ONES
Copyright © 2012 Tous droits réservés 13
Sharing-Data Solution: Semantical analysis
0
10
20
30
40
Positiv Neutral Negativ
} Alert system on customer at risk
} Ideas Analysis and synthetis
} Results segmentation by customer type, offre, sale location …
Copyright © 2012 Tous droits réservés 14
Sharing-Data Solution: Customers review management
CONVERT SATISFIED CUSTOMER into PROMOTERS
SEO IMPROVEMENT
} Reviews publication
} Detailed scores (product, type of customer…)
} Social Netwok reviews sharing
} Multi lingual moderation
} Community Manager contact tool
} Real time Reporting
} And many more …
4
CONSULTING
Copyright © 2012 Tous droits réservés 16
Analysis and recommandations
} Customers expectations understandind
} ROI measure } Correlation between satisfaction and financial KPI’s
} Operational and strategical consulting
IMPO
RTA
NC
E
SATISFACTION
Services
To be improved Keep working
To be watched out Activities
To be kept
Mo
re im
po
rta
nt
Less
imp
ort
an
t
Less satisfied More satisfied
Booking process
Copyright © 2012 Tous droits réservés 17
Consulting
Goals and KPI’s set up
Unsatisfied care process
Goals and incentives based on customer KPI’s
Experience and Customer care :
Organisation
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Dashboards and reporting
LOGO
5
THEY TRUST SATISFACTORY
Copyright © 2012 Tous droits réservés 20
E-mailing Maeva
Copyright © 2012 Tous droits réservés 21
Questionnaire Pierre &Vacances
Copyright © 2012 Tous droits réservés 22
They trust us
6
WHY SATISFACTORY ?
Copyright © 2012 Tous droits réservés 24
Why SatisFactory ?
45%
Survey return rate for a main touristic group in Europe :
x 3 vs the previous barometer
Costs diminution following the set up of on line surveys vs mailing surveys for a major player in insurance in Europe
Divided by 5
From15 to 2 days
Time of response to take care of unsatisfied customers
SatisFactory 18, rue Yves Toudic 75010 Paris Phone : +33 (0)1 75 77 27 20 E-mail: [email protected] www.satisfactory.fr