solutions and services - satisfactory · members of l’amarc and paris entreprendre goals to help...

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

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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


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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?


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

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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

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SHARING-DATA: INNOVATIVE SURVEY ON LINE SOLUTION


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


Sharing-Data Solution: Presentation (2/2)


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


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 …


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 …

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CONSULTING


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


Consulting

Goals and KPI’s set up

Unsatisfied care process

Goals and incentives based on customer KPI’s

Experience and Customer care :

Organisation


Dashboards and reporting

LOGO

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THEY TRUST SATISFACTORY


E-mailing Maeva


Questionnaire Pierre &Vacances


They trust us

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WHY SATISFACTORY ?


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

solutions and services - satisfactory · members of l’amarc and paris entreprendre goals to help...

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