“This insight is game-changing“
This is by far the most impressive set of data on our company I have ever seen. I have never seen something so simple and yet so accurate that we can do something with
Challenge
How to step change customer service culture
The Director of the Customer division of Vodafone _VOIS needed to find a way to significantly improve the customer satisfaction rates for the UK business.
Solution
Revealing organisational health and understanding team drivers
Deployment of Tensense.ai over a 12 month period picked up issues before they were reflected in poor sales, resulting in a re-invigorated focus on the customer.
The speed, focus and level of insight generated by the software provided the Vodafone leadership team with a new found clarity and insight. They knew which areas to focus on first, surfaced previously unseen issues and received guidance on what to do about it.
Outcomes
Enhanced Customer Satisfaction
• Significantly improved customer feedback scores
• Surfaced road blocks that would have caused underperformance
• More integrated and aligned Customer Services division
• Created a robust accountability process
