inspire 2014 – ingersoll rand/trane: monitoring and adapting for the best customer experience
DESCRIPTION
Ingersoll Rand has had a long established B2B Customer Experience measurement program, but like most organizations, the data gathered is so rich and informative, turning it into actionable items is a challenge. Ingersoll Rand has mastered the art of dashboards and infographics, helping the business know exactly what matters to their customers by maintaining the profitable relationship every company strives after. Come learn some tips, tricks and best practices of how Ingersoll Rand is using Alteryx to stream line survey data and market research, reducing 10+ hours of data manipulation down to seconds, enabling them to focus on the value added activities to the business and not just the deliverables. Sean Otto, Senior Customer Satisfaction Analyst, Ingersoll Rand/TraneTRANSCRIPT
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Monitoring and Adapting for the Best Customer Experience
Sean Otto & Michael NealeySr. Customer Satisfaction AnalystsIngersoll Rand
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• A $10 billion diversified industrial company
• Over 40,000 employees worldwide
• About 75 manufacturing facilities worldwide
• Operations in every major geographic region
• Strategic brands are #1 or #2 in their markets
Who We Are
New image
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Ingersoll Rand: Market-leading Brands
WorldwideCommercial and Residential HVAC
Equipment
Manufacturer of golf cars and utility
vehicles
Worldwide transport refrigeration
Air compressors, air and power tools
Comfort and Climate Control Brands
Industrial Brands
Our Brand Promise: We inspire progress by unleashing the potential of people and technologies. Our people, products, systems and services make everyday living healthier, safer, more energy efficient, productive and comfortable—enabling our customers to achieve real progress and create a positive impact in their world.
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Overview
• Background• What is CX / CEM• Why is there a business need?
• How Alteryx solves our pain• Some show and tell around the process
• Where we are going
Goal: 1) to help you understand CX 2) how a tool like Alteryx enables your organization to more quickly communicate and adapt to the changing needs of CX.
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What do we do?
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Customer Experience (CX) Program
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Customer Experience Process
Listen
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Customer Experience Process
Interpret
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Customer Experience Process
React
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Customer Experience Process
Monitor
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CX is operations support
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The frustration of a small team
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What do we do today?
Listen Interpret React Monitor
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A look behind the covers:
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THANK YOU!