“Listening to the voice of our customers from the beginning of our digital transformation has helped us make the right decisions for our business.” – James Turnbull, Director, Group Digital at D&G
Domestic & General promises to take the worry out of home and technology investments, and they deliver: More than 16 million customers in 11 countries protect their appliances and electronics with a D&G warranty.
While customers place trust in the brand and its services, D&G felt their digital customer journey needed attention. Before partnering with ForeSee, many customer requests were still coming through their busy contact center, creating inefficiencies and slowing services.
D&G’s digital team needed to see exactly which customer challenges were most pressing in order to pinpoint which digital experience changes would have the greatest impact. Doing so could not only lighten the load on their call center but improve satisfaction and further the organization’s digital transformation efforts—but they needed to achieve it on a shoestring budget.
By using ForeSee Voice of Customer (VoC) data, D&G was able to focus on the right changes throughout the company. They soon experienced a shift toward digital self-serve and have relied on ForeSee to identify and prioritize which new digital customer journeys would best serve customers. As a result, they saw:
- 23% increase in brand confidence
- 24% increase in the likelihood that a digital visitor will recommend D&G to others
- 24% increase in the likelihood that a visitor will return to use digital channels again next time
Protect Customer Satisfaction and Business ROI
The bottom-line impact from these types of changes can be big. Based on industry standards, organizations that can make improvements like these could expect to save nearly $260,000 per month in deflected call center operating costs alone; an impressive $3.1 million per year.