Two Men And A Truck – Customer Satisfaction Survey Process and TruckStop Portal
ICS Product/Service Area: Services, MarketSmart, Customer Data Management and Fulfillment
The Challenge
As Two Men And A Truck (TMT) continued to expand, they found that they were quickly outgrowing a number of their established processes. As the number one ranked moving franchise in customer satisfaction, maintaining their position was critical to ensure growth. Their in-house processing of customer surveys was one of the key services quickly becoming unmanageable because of growing volume. ICS was tasked to:
- Simplify the survey process,
- Reduce costs while increasing response rates
- Enhance their customer service
The Solution
ICS created a new email customer satisfaction survey to replace the client’s direct mail based survey system. Our system consisted of receiving daily customer data that triggered a series of email communications to newly moved customers. Responses and non-replies are completely managed – triggering the appropriate thank you or follow-up reminder communications.
TMT’s Truck Stop portal comprehensively manages customer satisfaction response activity. The secure portal provides corporate and franchise-level access to vital information (e.g., customer alerts, customer satisfaction, etc.), incentives and customer feedback.
The Results
ICS provides a powerful solution to completely manage their Customer Satisfaction system. Corporate and franchise-level performance reporting is vital to maintaining their strong standards in local operations.
Additionally, TMT achieved significant cost savings in the conversion to email communications.