Customer-centricity fuels business transformation

IMI HE had dealt with a considerable challenge in its customers’ data gathering due to its outdated NPS process. A reliance on manual data entry into Excel resulted in extended data analysis timelines, with results only emerging months after the survey's conclusion.

This delay hindered IMI HE's capacity to address negative feedback promptly and enhance its customer satisfaction. Additionally, the NPS system operated in isolation from the IMI HE’s internal processes, rendering effective feedback analysis and integration a complex undertaking.

Compounding this challenge was the low response rate faced by IMI HE, barely exceeding 1%. This added to their NPS difficulties as results were not fully representative of their customers’ sentiments.

The process of selecting contacts proved to be labour-intensive, demanding months of preparation, and surveys could only be distributed one language at a time, causing unwarranted delays and limiting outreach due to resource constraints.

Ennova's CX solution was a catalyst for IMI HE. Boasting an array of features, by 2023, the framework facilitated the simultaneous deployment of NPS surveys across 30 countries and languages – making the process of collecting data much more automated and efficient, unlocking the potential of an increased sample.

The IMI HE's implementation of Ennova’s solution has ushered in a new era for the company, significantly amplifying the value of its client feedback.

The NPS surveys reached out to 27,000 of its customers – an improvement from the 1,000 contacts reached through their previous process. Furthermore, the solution achieved an impressive 3% response rate within 24 hours.

This expansion led to a wealth of robust and precise data, enabling IMI HE to act swiftly on timely and actionable feedback globally and locally, thereby substantially elevating customer satisfaction.