“You can close more business in two months by becoming interested in other people than you can in two years by trying to get people interested in you.”

Whilst the Customer maybe “King”, as a business owner, your employees are your most valuable asset; they champion your business and they determine the success or failure of it.

The work they do determines what customers and partners see, so it’s important for you to treat your employees with the value they bring.

What if you could receive your clients and employees feedback in real time, whilst transforming your data into meaningful and relevant company analytics ?

You could then use the information to significantly change your internal and external communications, giving you the knowledge to improve every aspect of your business……..that’s got to be good right ?

Detailed analysis of your Customer and Employee Sentiment, combined with bespoke online training delivers is key to gaining an incredible advantage over your competitors.

Perceive-Reflect-Enrich;

  • Feedback from your customers gives valuable insights that help to improve your offer and boost sales.
  • Feedback from your employees helps you to identify the strengths and weaknesses within your business and take the necessary action to improve.
  • Keeping your employees fully trained in your services and products, as well as best practice, compliance and personal development, allows your company to present the best trained people to your clients.
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Here is a case study that shows the value of integrating Customer Experience with Employee experience and delivering online training to maximise the interactions.

Audi Centre Sandton – Dealership of Choice

Audi Centre Sandton strives to provide outstanding service levels to their customers, offering a wide range of New and Pre-Owned Audi motor vehicles with excellent after sales service. Their mission is to return satisfactory results to their holding company, Imperial Auto, to ensure long term sustainability and future growth and to be a dealership of choice to their customers as well as their staff. Imperial Auto are the largest auto retailer and distributor in South Africa with a network of around 90 motor dealerships.

The Challenge

  • Audi Centre Sandton wished to understand how their customers were perceiving their in-dealership experience whether it be during the process of buying a new or pre-owned car or having their Audi serviced at Audi Sandton’s state-of-the-art service workshop.
  • Audi Centre Sandton also wished to reflect inwards to their employees and ascertain what the sentiment of their employees was, across all levels of employees.
  • Audi Centre Sandton required an easy and seamless interface avoiding requesting that customers complete in-dealership questionnaires as well as allowing quick access to surveys for their busy employees to rapidly have their say.

The Solution

Richard Chalk, Rison Software Managing Director comments “The VirtlX platform fulfilled Audi Centre Sandton’s Customer Experience (CX) requirements with our VirtlX Perceive element as well as their Employee Experience (EX) requirements with our VirtlX Reflect element.

“VirtlX through our onboard bulk emailing facility, allowed for the rapid dispatching of VirtlX survey-linked emails to customers when they had concluded their business on any given day as well as inviting their employees to take part in the internal reflection of the business.”

The employee surveys were conducted anonymously affording the employees free reign of speech in order to ensure the true sentiment of the employees was accurately measured.

Two surveys sets were created specifically to fulfil Audi Sandton’s requirements focused around which touch points they wished to measure; one with questions orientated towards Customer Experience and a similar set aligned to the Employee Experience.

The touch points in both surveys were almost identical however the underlying questions for each respondent set were different thereby allowing a like-for-like comparison of sentiment externally, the customer, and internally, the employee. As an example; the question directed to the customer about Audi Sandton’s professionalism was differently asked of the employee thereby giving an external and internal insight to the professionalism of the dealership.

A predefined link associated with either the customer or employee survey set was embedded into the emails that were sent out to the customers and employees respectively. The predefined link referenced the aforementioned defined the VirtlX survey sets. The emails carried a message requesting either the customer or employee to assess their Audi Sandton experience, at their convenience, by clicking on the embedded link taking them to either the VirtlX Perceive survey set, in the case of the customers, or the VirtlX Reflect survey set, in the case of the employees.

“This then linked back to VirtlX Perceive and Reflect reporting and displayed all the customer experience (CX) and employee experience (EX) insights on dashboards highlighting areas of success and concern for Audi Sandton.”VirtlX Perceive is the customer experience monitoring / measuring element of VirtlX and has the tools available to gather targeted CX information and present the results in easily comprehensible reports.

VirtlX Reflect is the employee experience monitoring / measuring element of VirtlX and has similar tools to VirtlX Perceive for gathering and reporting data.

The Result

Audi Centre Sandton was able, over the eight-month project duration, to accurately and comparatively understand the sentiment of their customers and employees across many touch points including professionalism, efficiency and communication.

The results highlighted which departments, from a customer and employee perspective, were performing above expectation and which required focus and attention for improvement.

“VirtlX allowed me to really gain a never-seen-before insight into my team and my customers. I learnt so much from using VirtlX and, because of its ability to customise reports, I continue to discover more and more!

Bruce of Audi Centre, SANDTON

“Audi Sandton’s overall Net Promoter Score for the project period was 22.5% above the Consumer Brands Industry Average (including Automotive). Reference: https://npsbenchmarks.com/

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