confirmit: an introduction

Copyright © 2015 Confirmit

11

An Introduction


2


3

Henning HansenPresident and CEO,

Confirmit

For many companies resolving customer issues and seeking

areas for improvement is labor intensive, manual, and

unstructured. Statistically, inefficiencies like these increase

costs and decrease overall company profitability.

To improve efficiency and facilitate positive cultural change

companies must implement a formal Voice of the Customer

program that can:

n Increase productivity

n Standardize processes

n Improve compliance and reduce risk

n Drive higher profitability

In the pages that follow, we’ll provide an overview of

the problems many companies face and show you how

Confirmit’s Voice of the Customer programs are the solution

to your business needs.

Message from Our CEO

Customers are the heart and soul of every organization.

As a company grows, it becomes increasingly important

to streamline processes while improving the customer

experience.


4

Few will argue with the fact that a positive customer experience is imperative for a company to remain

competitive in the eyes of the customers. Unfortunately, many companies do not realize that formalizing a

customer experience program can have a much further reaching impact. A Voice of the Customer program

will not only improve your customer experience, it will also help to improve the business from a financial,

operational, strategic, and technical perspective.

The Problem

Voice of the Customer Business Case

n Lost profit opportunities

n Low customer retention

n High cost of winning new customers

n Cost of employee turnover

FINANCIAL

n Time consuming, manual, disparate processes

n Customer-facing issues are addressed in isolation

throughout the organization

n Inability to prioritize issues that impact customers

OPERATIONAL

n Inability to make data-driven strategic decisions

n Ever-changing customer behavior

n Organizational and data silosSTRATEGIC

n Inability to generate reports

n Measure productivity

n Identify areas for technical improvements

n Monitor ROI of customer-facing initiatives

TECHNICAL

5

Research has shown that a Voice of the Customer program can help a company turn a variety of challenges

into opportunities.

The Opportunities

73% of consumers said they would expand their purchases

by 10% or more if the customer experience was superior

Companies with engaged employees outperform laggards by

22% in profitability

FINANCIAL

CEOs report that data-driven decisions result in cost

reductions, increased productivity, and new opportunitiesSTRATEGIC

managing workforce productivity with reporting can

increase shareholder value by 10 – 20%TECHNICAL

Streamlining and automating action management for

resolving customer issues, improves productivity and

reduces riskOPERATIONAL


6

Voice of the Customer: An Overview

The Voice of the Customer is extremely important to the modern

business. Not only does it represent the most valuable arbiter of

future financial performance for an organization, but if nurtured

appropriately, it can also provide an unrivalled source of innovative

ideas that will help to deliver the outstanding experiences that

customers demand.

The challenge that brands face, however, is that this customer

feedback is coming thick and fast, across multiple channels, in

both structured and unstructured form. Making sense of it and

transforming it into a driver for effective change with tangible

outcomes can become overwhelming very quickly. For this reason, a

robust Voice of the Customer (VoC) program offers organizations the

best opportunity to accurately and effectively tap into this valuable

source of feedback. A robust program must include:

n Multi-channel solution to collect feedback at key touchpoints

throughout the customer lifecycle

n Text and Social Analytics to automate the analysis of

comments and sentiment

n Powerful reporting and analysis to deliver meaningful data to

the right people at the right time

n Action Management to coordinate, automate, and standardize

customer experience improvement actions organization-wide

n Integration with other business systems to provide context

and eliminate redundant data entry

The Solution


7

The Benefits

n Increased productivity with prioritization

n Higher customer retention

n Lower cost to win new customersFINANCIAL

n Leverage compliance to improve profitability

n Single source of customer data and analytics

n Improved customer experience and brand reputationSTRATEGIC

n Centralized customer data hub with easy integrations

eliminates silos

n Ability to measure productivity, identify areas for

improvement, and monitor ROI

TECHNICAL

n Process standardization

n Process automation

n Advanced reporting for continuous improvement

n Improved productivity and cross-departmental collaboration

OPERATIONAL

Need to present a business case to your executives?

Scan this QR code to get the complete business

case template.

https://www10.confirmit.com/201507_MarComm_VoC_WalkerCompetitiveEmail_Intro_Download-Short-Form.html?mkt_tok=3RkMMJWWfF9wsRonuK3Ne%2B%2FhmjTEU5z16OslW66%2BhYkz2EFye%2BLIHETpodcMSspnM6%2BTFAwTG5toziV8R7HFK81439kQWRni


8

Confirmit: The Leader in Voice of the Customer, Market Research, and Voice of the Employee

Confirmit helps businesses operationalize feedback to drive change throughout

their organizations using the world’s most secure, reliable, and scalable solutions

for Voice of the Customer, Voice of the Employee, and Market Research

programs. Confirmit’s solutions enable companies to run feedback and research

programs that increase revenue, reduce costs, and promote culture change.

Confirmit VoicesTM: A Voice of the Customer Engagement Model

Confirmit Voices is a customer engagement model that gives you the power to

listen to the Voice of the Customer, integrate it with existing data to generate

powerful insight, and take action that will deliver real business change.

Our Technology: Scalable, Reliable, and Stable

Confirmit provides flexible, multi-channel software solutions for Customer

Experience, Employee Feedback, and Market Research programs. Our platform,

Confirmit Horizons, provides you with one-stop, feature-rich solutions to gain

maximum value and insight from all your feedback and research projects.

About Confirmit


9

“Years ago we undertook a lengthy evaluation process of all the leading customer experience tools and decided to implement Confirmit. It was a decision that we have never regretted – not even for one day.”

Robert Gassmann, Swisscom

Offices Partners

Completed surveys in 2014

Clients in over 100 countries

Uptime in 2014

Report page views by execs & managers in 2014

Staff worldwide

Year founded

190M

800+

100%

75M

400+

1996

D&B AAA Rated for 6 consecutive years


10

Trusted by Top Brands to Drive Results

Improved conversion rate on cross

sale to 34% by identifying happy

customers and relevant additional

product ideas

B2B program with 230 Execs using

insights to drive change program.

19% increase in revenue & NPS all

time high of 46%

93% Improved revenue retention rate

CORPORATE


11

12% Reduction in customer defections

40% Reduction in annual contact center

turnover

15% Improvement in timeliness of

problem resolution

MARKET RESEARCH


12

“One of the most sophisticated and holistic Enterprise Feedback Management solutions on the market.” Gartner


13

–Professional Memberships

n Member of major global professional industry bodies for VoC, EFM, CRM,

and MR

n Accredited MRS Partner Company

n Involved in industry initiatives, including consultation on regulatory

issues

–Award-Winning Technology

n 2015 Temkin Customer Experience Vendor Excellence Award

n 2012-2015 Product of the Year Award, Customer Magazine

n 2014 CX Day Impact Award

n 2014 CRM Excellence Award

n 2012-2014 TMC Labs Innovation Award, Customer Magazine

n 2013 CRM Excellence Award, Customer Magazine

n 2012 CRM Excellence Award, Customer Interaction Solutions

n 2012 Service Leaders Enterprise Feedback Management

n 2012 Technology Fast 500 EMEA Award, Deloitte

Recognized by Industry Experts


14

Always a step ahead

–Experience, Knowledge, and Competence

Confirmit was founded nearly 20 years ago and supports some of the biggest corporations and Market Research firms

in the world. Our history serving Market Research firms and major corporations has provided us with a deep expertise in

every aspect of feedback and research from advanced statistical methodologies to the real-life applications of the insights

we help you uncover.

–Leading-Edge Technology

Confirmit is a true enterprise offering that supports all your feedback and research needs! Our technology helps you

collect, aggregate, and analyze Voice of the Customer, Voice of the Employee, research data, and contextual data from

your internal business systems – such as financial or CRM systems. All that data is organized in a single hub, that we call

SmartHub, facilitating advanced analysis and holistic reporting across ALL your data. And, Confirmit’s role-based reports,

dashboards, and alerts guarantee that the right people receive the right information in real-time!

Simply put, Confirmit eliminates organizational data silos and mobilizes your team to take action that drives real business results.

–True Expertise

Our Voice of the Customer experts are the best in the business! With Confirmit, you don’t have to figure it out on your own.

Our experts are highly trained and experienced in a variety of best practices, methodologies, and applications. Rather than

trying to fit a square peg into a round hole or forcing your organization into a required methodology, our experts partner

with you to define and design a program that aligns with your unique business needs. And, no matter what methodology

or combination of methodologies are employed, the outcome of our programs is always the same – We Drive Action that

Drives Business Results!


15

One centralized hub for all stakeholders, all channels, all feedback and research

“Confirmit has transformed our employee surveys. It has given us the ability to collect, aggregate, and analyze em-ployee feedback at a more granular level.” Rhonda Cooper, Sr. Human Resources Manager, Omnicell

n Role-based reports

n Dashboards

n Alerts

n Integrations

Voice of Market

Voice of Business

Voice of Employee

Voice of Customer

Web, email, mobile, SMS,

phone, face-to-face and more

SmartHub

Surveys, social media, text analytics

Local and international

feedback and research data

System integration (CRM,

financial, customer, service, etc)

BEN

CH

MA

RKS

B

RANDS FINANCIAL BEHAV

IOR

AL

Scan this QR Code with your mobile to learn more about

Confirmit’s SmartHub

DIRECT INDIRECT E

NGAGEMENT

E

XPER

IEN

CE

https://www.youtube.com/watch?v=jMFHzDLh-o4&index=6&list=PLTWU2uMOUAAujbRd0xChMueOssamPDRIt


16

Confirmit Products &Services

The VoC Engine: Confirmit Horizons

Confirmit Horizons is a flexible, multi-channel software solution for Customer

Experience, Voice of the Employee, and Market Research programs. It provides you

with a one-stop, feature-rich solution to gain maximum value and insight from all

your feedback and research projects. The comprehensive functional capabilities of

Confirmit Horizons are matched only by the extensive benefits the solution gives

your business.

With Confirmit Horizons, you can use any single or combination of channels to

gather feedback. Use the web, email, IVR, SMS, mobile, telephone, or paper to

capture responses and gather them into a single system for analysis. You can

create at-a-glance dashboards or in-depth customized reports and deliver them

automatically; online or offline through a wide range of convenient channels.

“Confirmit Horizons is one of the most highly developed and mature VoC platforms available.” Ovum

17

“Large enterprises should put Confirmit Horizons on their shortlist for customer feedback management (CFM) platforms and consulting support. Confirmit Horizons is one of the most highly developed and mature VoC platforms available.” Ovum

Every customer/ geography

Web

Mobile

Email

In-person

Phone

Social media

Integration

And more

Real-time integration

Advanced data visualization

Structured and unstructured data analysis

Role-based reporting

Regression analysis

Predictive analytics

Other advanced analytics

And more

Closed-loop alerting

Case management

Tactical action management

Issue escalation

Prioritized actions

Program review and tracking

And more

Strategic action

management

LISTEN ANALYZE ACT


18

Find Hidden Truths in Free-Form Content:

Confirmit Genius

In today’s world of volumes of free-form content, it is a massive challenge for

companies to find key insights about their customers and the markets in which they

operate. There are huge volumes of content across survey responses, call center

records, social media data, online communities, forums, blogs, and more. And finding

key insights is like panning for gold - there are little nuggets of insight hidden in there

amongst a vast amount of less valuable content.

Confirmit Genius Text Analytics is tightly integrated with Confirmit Horizons to deliver

sophisticated text analytics, which categorizes unstructured text and provides

sentiment to ensure all customer comments are analyzed for actionable insights that

drive customer satisfaction and revenue.

Confirmit Genius Social Analytics captures unsolicited feedback by crawling and

filtering a wide range of social media sources from the mainstream sites like Twitter

to forums, discussion boards, and blogs, where active discussions provide a rich

source of insight. It serves to monitor social media performance indicators such

as likes, followers, buzz and sentiment, and can benchmark your performance

against your closest competitors. This helps inform decisions about product design,

performance, competitive intelligence, and generally helps to develop a better

understanding of markets and trends.

2015 TMC Labs Innovation Award Winner


19

“The product excels in fundamental areas such as role-based reporting and action management. It also provides more leading-edge capabilities like text analytics and social media feedback...” Forrester


20

Driving Action: Confirmit Action Management

A successful Voice of the Customer program is one that drives actions to improve

the organization. Unfortunately, research has shown that 71% of organizations are

not effectively using their Voice of the Customer program to drive change.

Confirmit Action Management watches your survey results for you, assigns issues,

and appropriate actions to the correct department or individual, and allows you to

report on the company’s case load and ROI – so you can turn an unhappy customer

into a happy one and track the costs of doing so.

As a result, you can ensure your survey results are more than just measurements,

and are used to take positive action in potentially negative customer situations.

Confirmit Action Management gives you the tools to take action following analysis

and insight into your customers’ experience. It allows you to:

“Having real-time feedback helps us make process improvements that otherwise may have taken over a year to uncover and implement.” Julie Moran, Division Director of Client Services, Trinity Information Services


21

ALERT

CUSTOMER

ACTION CAPTURE

n Ensure customer issues are

addressed as soon as possible

through alerts

n Track the costs of dissatisfied

customers, improve their

experience and boost ROI

n Configure flexible business

rules that allow changes without

service disruption

n Easily manage escalations


22

Confirmit Voices: VoC Engagement Model

While our technology is among the best in the industry, we

recognize that technology will only deliver value if its part of a wider

engagement model. This is where our 5 step engagement model

comes in!

Our Voice of the Customer experts can help you Define and Design

a VoC program that aligns with your business needs so you can

Listen, Analyze, and Act on feedback effectively.

Confirmit Voices is a highly flexible solution, so you can decide

how you prefer to work with us. We can use our expertise to build

and implement your program with you, provide targeted help in

specific areas, or you can simply use our technology to manage your

program internally. We offer a modular methodology which provides

the flexibility and capability to future-proof your program, so that it

can grow in line with your business requirements, whether you need

more volume, channels, regions, etc.

Once you’re up and running we work with you to ensure that your

Voice of the Customer program continues to deliver value in the

long term. Customer experience is a journey, not a destination, and

our experts will help you to understand and plan effective strategies

to evolve your program, redefine objectives, add new channels or

simply validate that you’re on the right track.


23

TM

“Confirmit provides a best-practices customer feedback solution that gives us the advanced analytics and reporting capabilities we were seeking. They take it to the next level by offering expertise, innovation, and creativity to help us get better customer intelligence.” Trish Martin Vice President of Customer Support, CyberSource


24

Confirmit ROI: The Proof Is in the Numbers

Net Present Value*

Forrester worked with Confirmit to analyze the total economic impact that Horizons

has on a number of its customers. Through interviews and data aggregation,

Forrester concluded that Horizons has the following financial impact:

ROI

326%TOTAL BENEFITS

$4.85mNPV

$3.7m

Three Year Analysis

$0

$1

$2

$3

$4

$5

$6

Benefits

$4.85mCosts

$1.14m

n Increased revenue opportunities through

improved customer experience

n Improved productivity of key Confirmit

Horizons users

n Improved productivity of Customer

Experience team members

n Improvement in key processes with alert

management functionality

n Cost savings from third-party platforms

n Platform costs and professional service costs

n Internal implementation and ongoing

administration costs

MIL

LIO

NS


25

$7MIncreased revenue potential

per point of Customer

Experience improvement

(such as NPS)

25%Improved productivity of

Customer Experience Team

Members

70%Reduction in time spent on

key processes with Alert

Management Functionality

15%Improved productivity of Key Confirmit Horizons Users

Disclosures: The reader should be aware of the following: • This document is an abridged version of a full case study: The Total Economic Impact Of Confirmit Horizons, June 2015. The

document can be found by contacting Confirmit at [email protected]. • The study was commissioned by Confirmit and delivered by the Forrester Consulting group. • Forrester makes no

assumptions as to the potential return on investment that other organizations will receive. Please read the full case study for additional disclosures. TEI Methodology Total Economic Impact™

(TEI) is a methodology developed by Forrester Research that enhances a company’s technology decision-making processes and assists vendors in communicating the value proposition

of their products and services to clients. The TEI methodology helps companies demonstrate, justify, and realize the tangible value of IT initiatives to both senior management and other key

business stakeholders. The TEI methodology consists of four components to evaluate investment value: benefits, costs, risks, and flexibility. (forrester.com/marketing/product/consulting/tei.

html) *Values of costs and benefits are representative of a composite organization constructed from aggregated feedback based on interviews with four Horizons customers.

“No other tool gives us the range of capabilities that Confirmit Horizons does.”

“We use the results Confirmit Horizons provides heavily in our day-to-day decisions.”

“The use of Confirmit’s customized dashboard means that our people have the right data at the right time.”

–Confirmit Horizons by the numbers

This is an abridged version of a full case study: The Total Economic Impact Of Confirmit Horizons, June 2015. Scan this QR Code with your mobile to see the full report.

https://www10.confirmit.com/201508_Marcomm_VoC_Global_Forrester_RevenueImpactOfCX_Download.html


26

In Conclusion

Confirmit is the proven leader in Voice of the Customer,

enabling organizations to understand their customers

better, so they can improve retention, accelerate positive

word-of-mouth, and drive customer-centric change across

the business.

Confirmit’s clients create multi-channel, multi-lingual

feedback and research programs that engage customers,

empower employees, deliver a compelling respondent

experience, while providing high Return on Investment.

Confirmit’s customer engagement model, Confirmit Voices,

provides the power to listen to customers and employees,

integrate it with financial, operational and other data

sources to generate powerful insight, and take action that

will deliver effective business change and create a true

competitive advantage.

Confirmit is the world’s leading SaaS vendor for multi-channel Voice of the Customer, Voice of the Employee, and Market Research solutions. The company has offices in Oslo (headquarters), Chengdu, Cologne, Grimstad, London, Moscow, New York, San Francisco, Sydney, Vancouver, and Yaroslavl. Confirmit’s software is also distributed through partner resellers in Madrid, Milan, Salvador, and Tokyo.

Confirmit powers Global 5000 companies and Market Research agencies worldwide with a wide rangeof software products for feedback / data collection, panel management, data processing, analysis, and reporting. Customers include Aurora, British Airways, Cross-Tab, Dow Chemical, GfK, GlaxoSmithKline, GMO Research, JTN Research, Keep Factor, Morehead Associates, Nielsen, Research Now, RONIN, Sony Mobile Communications, Swisscom, and The Wellcome Trust.

Copyright © 2015 Confirmit. All rights reserved.

www.confirmit.com

Follow us

https://twitter.com/confirmit

https://www.facebook.com/confirmitsoftware?fref=ts

https://plus.google.com/+confirmit/posts

https://www.linkedin.com/company/confirmit

www.confirmit.com

confirmit: an introduction

Software