San Mateo, Calif.-based Satmetrix, an enterprise Customer Experience Management company and co-developer of the Net Promoter score, last week announced that Aggreko, a supplier of rental power, temperature control and compressed air systems, successfully implemented Satmetrix CEM Customer. The Satmetrix program is helping Aggreko strengthen and grow its market lead position by managing customer experience through a combination of technology, methodology and consulting.
"When Aggreko came to us, they knew they had a good reputation among customers,” said Martin Green, managing director, Satmetrix. “What the Satmetrix CEM program lets them do is break that feedback down, allowing the identification of specific things the company does well, so they can keep doing them, and pinpointing the services customers want to see added, so these can be delivered."
Satmetrix provided Aggreko with the Satmetrix CEM customer application and is working alongside it to deliver additional services and business consulting to ensure overall program success. It is helping Aggreko enable the regular collection of ongoing data after significant customer interactions, and delivering timely and relevant customer insight to managers and service personnel.
The Satmetrix CEM program, implemented across Aggreko's European and United States businesses, utilizes Net Promoter to measure and monitor overall loyalty within the company's main customer segments. Information is then used to drive best practice customer service across all levels of the organization and to propel business growth through increased customer loyalty.
"Satmetrix has changed how we think and manage our organization and we have seen immediate value added to our business," said Simon Lyons, global head of marketing and communications at Aggreko. "We now receive real-time, fact-based, actionable data, allowing us to focus on developing decisive propositions around the preferences of our customer segments.
"It also provides a transparent view of the value our customers see in the different elements of our service proposition, allowing us to frequently surprise and delight them with the speed of our response to, and resolution of, their issue."
Through the full functionality of the Satmetrix CEM customer application, Aggreko can now monitor customer experience feedback in real-time. This works to track individual interactions and provide early warning signals if the overall state of the relationship shows any sign of deterioration. In addition, Aggreko can use CEM Customer to identify potential revenue building opportunities, via the positive feedback received from satisfied customers.
Satmetrix Systems, headquartered in Foster City, Calif., enables organizations to achieve profitable growth by improving customer retention, increasing levels of satisfaction, and enhancing customer experience.
Houston-based Aggreko North America is No. 13 on the RER 100.