This case study comes from an implementation at a large e-commerce player in Central Europe, who realized that fast and quality delivery is a key element of the customer experience. I would like to describe here how we approached the implementation and what unique modules we developed together with the client. This case study beautifully demonstrates that working with customer experience can also be a fun “game”. This was a large client that both delivers in-house and uses external carriers. He wanted to measure and optimize both options, and we approached each a little differently. Integrating and measuring the customer delivery experience The implementation started by connecting the main e-shop software with InsightSofa. This gave us the ability to track in real time which orders were delivered, which carrier and which specific driver was transporting them. Immediately after the delivery, the end customer was contacted to express their satisfaction with the delivery: ✔ Delivery on time✔ Courier behaviour✔ Hassle-free installation (if appliances or furniture were involved) The measurement was implemented for all delivered shipments from the e-shop. To ensure that customers don’t feel overwhelmed with feedback when making frequent purchases, the InsightSofa Sender Policy feature was enabled to ensure that customers are not asked too often. Cooperation with external carriers The client provided external carriers with access to InsightSofa, which allowed them to monitor customer satisfaction with their services. This also gave the client a significant negotiating advantage when setting pricing terms. Motivating internal couriers: gamifying the customer experience The customer experience has become even more interesting for our own delivery teams. Each courier got their own mobile app where they saw customer feedback immediately after delivery. Motivation system for couriers: 💰 The bonus component of pay – was directly linked to customer satisfaction. The better the courier was rated, the higher the reward he could get.🏆 Competition for the best courier of the month – together with the client, we created a competition module in which the best courier from the customers’ point of view was selected once a month. The competition had two parts: 1️⃣ “Hard data ” – couriers with the highest customer ratings earned points.2️⃣ Couriers voted for the best colleague themselves – the InsightSofa app allowed an internal vote on who deserved the award among colleagues. 🔹 The results of both parts were added together and InsightSofa evaluated the overall winner, who received a valuable prize. InsightSofa as the courier’s tool of choice The InsightSofa application became so popular that when the company decided to implement electronic handover protocols, the couriers themselves requested that they be part of InsightSofa. Later, a module for sharing know-how between couriers was added. This story shows how flexible InsightSofa software and the team of people who create it can be. Together with the client, we created a solution that not only improved delivery but also motivated couriers to deliver better service. We are a partner on the road to a better customer experience – join us!

In order not to forget other important industries in our practical examples, we will now focus on the implementation of customer experience in a large insurance company. In general, insurance companies operate as service intermediaries, and in recent years the demands for service quality and overall customer satisfaction have increased significantly. That’s why it was essential for our client to become a market leader through a superior customer experience and the implementation of a customer-centric organization across the entire company. In previous chapters, we have described the mapping of all customer touchpoints many times, so we will now focus on how this insurer works with customer experience and how it has managed to integrate feedback into key areas of the organisation. Multiple methodologies for a comprehensive view of the customer experience The first important step was the realization that one methodology for measuring customer experience was not enough. To fully understand customer needs and satisfaction, three key metrics needed to be combined: 🔹 Net Promoter Score (NPS) – to measure overall satisfaction and willingness to recommend an insurance company, including partner satisfaction ratings.🔹 Customer Satisfaction Score (CSAT) – to assess common customer interactions, such as phone calls with the customer service center.🔹 Customer Effort Score (CES) – to evaluate the quality of service and software tools used by customers and internal team. This combination provided the insurer with a complete overview of its strengths and weaknesses, both in the eyes of its customers and partner companies. Speed up response to complaints and problem resolution The second, and even more important step, was to set the right key performance indicators (KPIs), especially the speed of response to complaints and overall resolution time. 💡 InsightSofa served here as a tool that: Detailed feedback analysis and marking The third key element was the internal marking of feedback. This meticulous process not only relies on data completed by customers, but also involves the insurance company’s employees. How does it work? ✅ The customer team opens a feedback form that is automatically tagged according to pre-set rules.✅ It contacts the customer to find out the root cause of the problem.✅ Records the feedback with the correct label, allowing for even more accurate analysis and focus on the really important issues. Results: strengthening of the market leader position Through excellent customer experience management, this project has come very far and helped the client become a stronger and more competitive player in their industry. 📈 The insurance company can now: ✔ Respond quickly to customer and partner needs.✔ Accurately analyze and improve services based on real data.✔ Maintain a high level of customer satisfaction and loyalty. This approach shows that the modern insurance company is no longer just a passive service provider, but an active partner to its clients – and this is what makes the company one of the market leaders.

In banking, insurance, mobile operators and used car dealerships, customer experience is often at a low level. This is an industry where customers often complain. Perhaps this is why the story of our implementation for one of Europe’s largest used car dealership networks will be inspiring. Our client didn’t have any special requirements at the beginning – they just wanted to understand their customers better, find out their recommendations for improvement and identify weak points. We therefore carried out an analysis of contact points and responsibilities, but the key thing we discovered was that we must not only ask those who had bought or sold a car, but especially those who had not completed the transaction. These were the people who could best tell us what went wrong and why they ultimately chose the competition. Key factor: real-time polling To find out the real reasons for the failed deals, it was essential to ask questions immediately. There was no point in waiting until the next day – if the customer leaves the branch full of emotion, this is the right moment to find out what made them happy or discouraged. By integrating InsightSofa with the client’s existing CRM system, it was possible to reach customers in real time. However, the first implementation did not bring the expected results. Although customer data was collected, it was processed centrally – all responses and personalization were routed to the headquarters, where feedback was handled by people who never came into contact with the customers. Although the company tried to analyse and use the data, there was no significant improvement. Transformation: shifting responsibility to branches The whole project had to be redesigned. This time we had enough data to show us the main problems – most often it was the willingness of the employees, their knowledge or unfulfilled promises. The technical problems with the cars turned out to be less significant. One of the benefits of InsightSofa is the unlimited number of users, which allows you to get customer experience results down to the lowest levels of your organization. And this has proven to be the key to success. How have we changed our approach to customer experience? 🔹 Customer feedback was transferred directly to the individual branches.🔹 Each employee was given their own InsightSofa mobile app where they could monitor their feedback in real time.🔹 Employees only saw their own data – customer recommendations for improvement, as well as their strengths. That way, they knew immediately what to focus on and what behaviors to adjust.🔹 Branch managers had access to their branch’s overall results, which made managing their team much easier.🔹 Automatically generated cases were assigned directly to the responsible employees who were best able to resolve them. The result? Significant growth in customer satisfaction 🚀 A rapid increase in NPS by several tens of points – a truly extraordinary result.🚀 Customers felt that the company was actually listening to them because their feedback was addressed where it originated.🚀 Managers were able to manage their teams effectively because they had real-time visibility into feedback at the branches. HQ still had access to all the data, could drive strategy and oversee the whole process, but the main responsibility for solving problems shifted to where the problems were occurring – directly to the branch staff. And it is the self-motivation of employees and the delegation of responsibility to the right places that has led to a rapid and sustained improvement in the customer experience.