Clients

Philadelphia Insurance Chooses MarketTools CustomerSat for Its Voice of the Customer Program

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Challenge

Philadelphia Insurance Companies, a member of the Tokio Marine Group, was looking for a transactional survey solution for Philadelphia Insurance's high-volume contact centers to power its voice of the customer (VOC) initiatives. They were looking for the ability to analyze customer feedback against other key customer information, such as customer type, insurance products owned, transaction history and customer location.

Solution

Philadelphia Insurance selected MarketTools® CustomerSat™ to gather and analyze customer feedback from the thousands of customers who interact with the company's contact center each day. MarketTools CustomerSat CRM Connect brings customer information from Philadelphia Insurance's CRM system directly into MarketTools CustomerSat, and CustomerSat Adaptive Role-based Reporting delivers detailed, custom dashboard reports. MarketTools enterprise feedback management consultants ensure that they are getting the most out of their investment in their voice of the customer program.

Results

• Customer insights that provide a deeper understanding of customer needs to improve business processes and achieve overall customer satisfaction
• Detailed, custom dashboards that provide customer feedback information relevant to an employee's role – from executives to front-line contact center representatives
• The ability to analyze customer feedback against other key customer information, such as customer type, insurance products owned, transaction history and customer location