ActiveReaction Case Study: Automotive

Type of project: Customer satisfaction assessment

Deployed via: Our client's internal CRM system

Objective: Customer Service Department wanted a way to find out how customers were rating their handling of questions, problems or complaints.

Challenge: Local management hadn’t previously done any research related to customer satisfaction. The head office in the US, however, demanded an overview of Service Level Agreements from the Customer Service Department within a short time frame. The solution had to be integrated with their existing internal CRM system.

Solution: Within a couple of days, ActiveReaction developed new software, tailor-made for this project and integrated it with the client’s CRM system. As soon as the Customer Service Department now changes the status of an incident, the corresponding client automatically receives an email containing an integrated, user-friendly survey. Using our real-time results, staff are able to easily create concise management reports, before sending them off to the head office each month.

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Type of project:	Customer satisfaction assessment
Deployed via:	Our client's internal CRM system
Objective:	Customer Service Department wanted a way to find out how customers were rating their handling of questions, problems or complaints.
Challenge:	Local management hadn’t previously done any research related to customer satisfaction. The head office in the US, however, demanded an overview of Service Level Agreements from the Customer Service Department within a short time frame. The solution had to be integrated with their existing internal CRM system.
Solution:	Within a couple of days, ActiveReaction developed new software, tailor-made for this project and integrated it with the client’s CRM system. As soon as the Customer Service Department now changes the status of an incident, the corresponding client automatically receives an email containing an integrated, user-friendly survey. Using our real-time results, staff are able to easily create concise management reports, before sending them off to the head office each month.