You know how important it is to quickly obtain the response of customers during and after every touchpoint; their experiences fuel improvement. Dräger took advantage of the responses and, with MaritzCX, implemented daily telephone interviews aimed at customers who had one or more touchpoints with Dräger in the last eight days. It was immediately recognised if staff, especially in maintenance and support, were to effectively expand every business relationship, there was a need for actionable CX information. The MaritzCX platform, configured to Dräger requirements, provides a complete reporting suite and alert system. The feedback system and dashboards now available allow Dräger to uncover entirely new business opportunities as customer sentiment highlights a deeper understanding of service and product needs; true ROI on the platform investment.
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