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NPSx and InMoment Announce Strategic Partnership

NPSx and InMoment Announce Strategic Partnership To Provide CX Practitioners With Broad Range of CX Solutions

 
Schedule a Demo

NPSx and InMoment Announce Strategic Partnership

NPSx and InMoment Announce Strategic Partnership To Provide CX Practitioners With Broad Range of CX Solutions

North America

Zoom's logo in blue.

Strengthening Account Health with CX Data in Salesforce

Zoom is the global video conferencing company that powers remote work, education, and personal connection. Zoom captures customer feedback inside their product experience using NPS microsurveys. With InMoment’s native integration with Salesforce, customer sentiment is available to stakeholders in real-time. This enables Zoom to close the loop with customers, and strengthen relationships with enterprise accounts. Zoom easily segments customer feedback by business drivers in InMoment’s intuitive analytics platform, providing insight the team can act on to improve customer experience.

“Smartly segmented NPS data was a big win with InMoment. To have this customer data and feedback at the fingertips of every Salesforce user in our organisation is HUGE!”
– Head of Customer Success, Zoom

Element Fleet Management Partners with InMoment

Element Fleet Management is a fleet management company, providing fleet services and solutions for cars, light-duty vehicles, trucks, and MHE equipment.

“…We’ve successfully decreased the amount of time it takes to resolve customer complaints. We’ve continued to improve our processes, and as a result, are winning a lot of new business in the marketplace. What we’re doing is being noticed by current and even potential customers. Word of mouth is spreading. We’ve got work to do but we’re getting things right.” -Mark Smith, Vice President CX Leader, Element Fleet Management

Guest Perception Is Always Right: How The Melting Pot Uses Customer Feedback to Deliver The Perfect Night Out

After previously utilizing antiquated approaches in customer and employee experience, The Melting Pot partnered with InMoment to meet its aspiration to be the most guest-centric company possible. The brand immediately collected an abundance of valuable feedback that enabled it to truly understand the state of its experience, then took action to improve operations across the company.

  • 47% increase in key “speed of service” metric within four months
  • Reduced time and risk in introducing new products
  • Unprecedented ability to listen to and take action upon guest feedback

Differentiating Business Using the Voice of Customer

To help Ohio Mutual stand out from the competition in the minds of its independent agent partners and its policyholders, the company worked with InMoment to implement a formal Voice of the Customer (VoC) program.

  • Decreased survey response time from weeks to days
  • Unified customer loyalty efforts across departments
  • Expanded surveys to policyholders and agency partners

Uncovering Gaps in the Customer Service Experience

Hyundai Australia partnered with InMoment to identify the key stages of its customers’ service experiences and understand what really enabled better outcomes for both the customer and the business. By collecting and analysing feedback, InMoment identified a gap that was both a major pain point for customers and a missed business opportunity for Hyundai.

  • Greater visibility into operational improvement opportunities
  • 500% increase in monthly bookings revenue
  • Intelligence for new training programme that ensures execution of optimised CX

Realising Direct Cost Savings and Churn Reduction

TELUS realised that, in order to get detailed feedback from their customers, it needed to ask the right questions. Establishing a customer-centric identity was the first step it took after selecting InMoment as a partner. TELUS designated a cross-functional team with executive support that took turned its program from fragmented to world-class.

  • $1M direct cost savings achieved through consolidation and technology
  • $5M savings in churn reduction opportunity
  • Reached 15% more customers after beginning proactive recovery with better tools
Tiffany & Co. logo in black and white.

Growing Customer Listening and Understanding to Inspire Satisfaction, Loyalty, and Joy

Prior to partnering with InMoment, Tiffany’s listening program relied on delivered scores and structured data. Though it collected valuable unstructured data, gaining actionable intelligence was a time consuming, manual process. With InMoment’s industry-leading data, technology, and strategic services, the brand was able to unlock their unstructured data and keep their 200-year-old promise of “above and beyond” service.

  • De-siloed CX data and made feedback visible to the entire company
  • Wealth of valuable, relevant intelligence & data now sent to VP’s and managers weekly
  • Voice of employee program gives a new perspective on the customer experience from the people who interact with guests the most

Finding the Customer Touchpoints to Enhance Their Brand

When First National Bank partnered with InMoment, their CX program’s goal was to reach all the touchpoints where customers interact with their brand. Journey mapping enlightened First National Bank to their customer’s unique experiences, and opened the doors for improvements and solutions to be implemented organization wide.

  • Utilizes a custom text analytics model to accurately analyze data across all touchpoint and identify opportunities to delight customers
  • Understands the value of its employees’ perspective on improving the customer experience with a voice of employee program
  • Tools and reporting specific to team members across the organization, from the front line to top-of-house

Unifying Customer Experience with a Thoughtful, Innovative Approach

Vivint Solar knew it needed a more unified and comprehensive perspective of the customer experience throughout every touchpoint and channel possible. With InMoment’s strategic services and expertise, the brand was empowered to create and implement a more thoughtful and innovative approach to customer feedback, while simultaneously boosting the bottom line.

  • 360 degree perspective of the customer experience throughout every possible customer journey
  • Simplified surveys that focus on customer stories to encourage actionable intelligence and lasting transformation
  • Advanced text analytics allow Vivint Solar to identify the moments that matter in the customer experience, all in a matter of seconds

Streamlining the Digital Journey and Boosting Satisfaction

Juniper Networks knew that the digital channel plays a crucial role in practically every aspect of the customer journey. After partnering with InMoment, they were able to increase their brand impression online by enabling incredible experiences with every click.

  • Widened Survey Request Range from 40% to 100% of Website Visitors
  • Introduced Mobile Surveys, Simplifying Participation
  • 62% Faster Case Resolution

Steering Transformation Using Data-Driven Decision Making

As a B2B company, Thomson Reuters knew that delivering an outstanding customer experience starts with data. To enhance their services, they knew it was crucial to understand which aspects of their service delivery was working well, and which areas were a source of frustration. ImMoment helped pull that insight and knowledge together.

  • 300 percent boost in response rates over a 9-month period
  • 3x increase in participation
  • Hidden trends exposed, leading to targeted action

Reinvigorating an 80-Year Commitment to Member Service

After establishing their CX team, Chevron Federal Credit Union chose InMoment as a partner to provide both strategic consulting and a CX technology solution. Chevron FCU’s goal was to stay commited to their members by gathering feedback and using text analytics to tap into their members’ journey.

  • Implemented Research and Analysis to Plan Strategy
  • Eliminated Data Silo Issues Using Platform
  • Integrated Case Management with Salesforce

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