April 23, 2009
British Gas Uses Verint's Customer Feedback Software
By Jyothi Shanbhag
British Gas, the United Kingdom’s leading energy supplier, reportedly has deployed Impact 360 Customer Feedback software from Verint Witness Actionable Solutions to capture real-time feedback from customers calling into its primary contact center, located in Cardiff.
British Gas provides gas, electricity and home repair services to millions of customers in Scotland, Wales and England. The company captures and analyzes more than 6,000 customer surveys each week and thus selected Impact 360 to improve its customers’ experiences that plays a key role in enhancing customer loyalty and the way the company markets its products and services.
Officials at British Gas confirmed that the latest implementation has helped achieve high levels of customer participation in just three months.
Impact Customer Feedback software from Verint (News - Alert) helps a company’s customer service teams to create, tailor and amend surveys – ensuring real-time customer responses to current campaigns and issues, including energy-saving promotions, tariff changes and other product initiatives.
Matt Baker, customer experience manager at British Gas, said that the company’s goal is to understand each customer’s experience and gather valuable insight into current customer thinking and also leverage the technology to validate broader goals for customer retention, loyalty, and the promotion of their products and services.
“The impact on customer satisfaction, retention and loyalty is already clear,” Baker said. “With our plans to extend our surveying capability to other British Gas contact centers, we can increasingly fine-tune our efforts using more and more flexible surveys based on real-time customer data intelligence.”
Also, Impact 360 Customer Feedback which is browser-based solution, uses short, context-sensitive, dynamic customer surveys to capture data on products, processes, staff performance, and customer loyalty and satisfaction levels. It helps organizations solicit valuable input from customers that can gain valuable insight into the effectiveness of their people, products and processes.
“We’re delighted that British Gas turned to Verint and the Impact 360 Customer Feedback solution to really understand its customers’ thinking patterns and purchasing preferences. Providing British Gas with real-time insight into customer experiences helps the company respond even more quickly to specific customer issues and opportunities,” said David Parcell, a managing director at Verint.
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Jyothi Shanbhag is a contributing editor for TMCnet. To read more of Jyothi's articles, please visit her columnist page.
Edited by Michael Dinan