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CRM Initiative makes great inroads into Client Satisfaction at Products' clients


Client satisfaction is one of the most important success indicators for any service company's service offering.

Our Client Relations Management initiative has delivered a healthy return on investment over the past year, with client satisfaction steadily improving each month.

In October 2008, we launched a dedicated client satisfaction campaign to measure the satisfaction levels of our clients. Annual visits are aimed at:

  • Continually improving our service offering. When you deliver an EAMS tool to a client, the success of that tool in the operation of the client is navigated by the correct and optimised usage of that system. It is therefore essential that a consultant ensures that the client understands and utilises all the specs and latest functionality within On Key. This is done by means of training interventions.
  • Affirming relations with clients. With regular people movements and ever-changing business needs, strong and friendly relations are key to ensuring that clients can comfortably request training or other interventions.
Client Relations Management


Our approach is a win-win situation for both parties, and creates a supreme flagging mechanism for introducing suitable clients to the cutting-edge Asset Care Centre concepts.

The improvements speak for themselves:

   

 

CRM- Customers CRM survey done  (count)


Oct

Nov

Dec

Jan

Feb

March

April

May

June

July

Actual

10

9

13

9

14

13

15

10

14

21

Target

10

10

10

10

10

10

10

10

10

10

CRM - Customer satisfaction rating (%)


Oct

Nov

Dec

Jan

Feb

March

April

May

June

July

Actual

61%

66%

69%

68%

74%

87%

80%

84%

73%

70%

Target

66%

66%

66%

66%

66%

66%

66%

66%

66%

66%

CRM - Client satisfaction based on post implementations audit (%)


Oct

Nov

Dec

Jan

Feb

March

April

May

June

July

Actual

0%

0%

0%

0%

56%

87%

71%

91%

88%

91%

Target

0%

0%

0%

66%

66%

66%

66%

66%

66%

66%