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Sandvik

Client Background

CASE STUDY

7,300active

patents

3.5 Billion SEKinvestments

in R&D

IntroductionSandvik is a high-technology engineering group in tools and tooling systems for metal cutting, equipment, tools and services for the mining and construction industries, products in advanced stainless steel and special alloys as well as products for industrial heating. Sandvik has about 43,000 employees and sales in more than 150 countries. The Group’s products and solutions are used by customers worldwide and by most industries to increase their efficiency, productivity and safety thus boosting profitability.

With over 150 years of experience, Sandvik has always believed in “Assure high accountability and decisions close to customers” for their strong foundation and continued success.

Sandvik Australia region partnered with Resonate with an intention to stay close to their customers and understand, enhance the experience of their customers.

Sales in 150 countries

43,000employeesworldwide

Key Opportunities

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Understanding where they stand with their existing customers, what their customers like about them and key areas of focus for the business.

Understanding the experience of their customers who call into their customer support centre and identifying patterns for replication and improvement.

Improving the loyalty to nurture and get repeat customers.

Identifying the key satisfaction and dissatisfaction drivers among their various customer segments and product groups across industries.

Maintaining the highest level of quality and service consistently across their service lines and industries.

Solutions and Benefits2 programs were launched – An overall relationship NPS program to understand their existing customers loyalty and a customer support centre touchpoint program to measure and improve the experiences of customers calling into their contact centres.

The survey themselves were short and sharp, and combined with rich contextual data, lend itself for timely insights

Powerful text analytics and interactive insights environments provided the ability to slice and dice the data and create reports based on multiple verbatims and dimensions.

Customer callback requests enabled the customer support representatives to close the loop quickly and help recover an otherwise bad experience.

Analyzed and identified top 3 drivers for customer support representatives to focus on while engaging with customers

Monthly reports were setup to ensure that stakeholders had a pulse on how the customer experience scores were tracking across the business.

Further deep dives on the data done using text analytics environments on top drivers that have an impact on NPS and business initiatives that can capitalize on those were discussed with the management to embed Cx as a key differentiator in their business strategy.

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Net Promoter, NPS, and the NPS-related emoticons are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld

Resonate Solutions

w resonatesolutions.com.aue info@resonatesolutions.com.au

t +61 (02) 9957 9400

Through technology, our solutions help organisations to break down siloes and barriers in order to deliver exceptional customer experiences.

Resonate Solutions is experienced in end-to-end solutions management for customer experience and voice of customer programs.

Experienced in Customer Experience Management Programs

End-To-End Solutions Mangement

Experienced in rolling out and managing customer experience programs to leading global and local brands.

Continual Growth And Innovation

The customer advocacy landscape is always evolving, and we are too. Our team is constantly adding leading edge functionality, growing with you and enabling you to better understand your customers.

On-Going Support

Our experienced team will work with you throughout the life of the project to manage and support you.

Deep Customer Advocacy Experience

As Globally Accredited NPS consultants, we pride ourselves in delivering expert advice and sharing our experience with your business.

Australian Based

We partner with businesses to deliver innovative customer experience management both locally and internationally.

Fast And Agile

We will partner with you and work with you to deliver results fast, and in an agile manner.