Coventry (PRWEB UK) 15 January 2014
Daisy Group plc is a leading provider of IT and communications solutions, providing services such as broadband, mobile, cloud and telephone systems to leading high street brands, public sector bodies and B2B organisations across the country. Based in Lancashire and formed in 2001, the company has grown rapidly in a short period of time. Daisy’s Call Centre is a hive of activity and keeping control over the number of calls coming in and ensuring customer feedback is recorded is of prime importance. It was important for the business to understand its customers’ perceptions of the service in as short a time as possible. They wanted to make sure that the customer trusted Daisy and felt at the centre of the business.
In January 2012, Daisy set out its Customer Experience project with several aims: to receive and respond to feedback from customers in real-time, reduce staff workload and cut the number of complaints they received.
Underpinning the project was Rant & Rave, a real-time customer feedback solution that enables customers to leave feedback about Daisy’s service in their own words, without the constraints of a questionnaire or tick-box survey.
Rant & Rave is now deployed throughout Daisy’s Call Centre. Following every call, customers are directed to a recording platform which asks them to rate the manner in which their call was handled and to share any other comments they may have. The feedback is analysed in real-time by state-of-the-art text analysis technology and is then presented to Daisy via the Rant & Rave dashboard; a colourful, easy-to-read portal that all members of the team can log into and view.
Gathering feedback in this way allows Daisy to take immediate action to rectify issues without the customer having to wait for the information to be passed between departments. The Rant & Rave system is set to instantly alert staff if a particularly negative score - a 1 or a 2, or a particularly positive score - an 8 or a 9 is received so that they can take appropriate action.
Rant & Rave has completely transformed the ease in which customers are able to tell Daisy what they expect and want from the business, ultimately providing them with rich, actionable insight. As planned, it has allowed Daisy to utilise customer feedback and deploy improvements to business process and ultimately, the customers’ experience.
As a result of Rant & Rave, part of the Customer Experience project, Daisy has reduced the number of Ombudsman-related referrals and has improved its customer satisfaction rating across its base. However, not only was there a visible improvement for customers, but also for staff. Employees have felt more engaged and motivated by feedback received.
Rapide was launched in 2000 by Nigel Shanahan and is one of the UK’s leading customer engagement specialists, providing customer engagement solutions that drive advocacy to half of the FTSE.
They produce state-of-the-art proactive communication and fast feedback technology that lets their clients increase revenue and reduce churn by listening and reacting to the voice of the customer in real-time.