Celigo > Case Studies > Improving Customer Satisfaction for Lumens Light + Living

Improving Customer Satisfaction for Lumens Light + Living

Company Size

200-1,000

Region

America

Country

United States

Product

NetSuite
Celigo Survey Management Solution

Tech Stack

SuiteScript
Custom Records
Email Templates
Formula Fields
Saved Searches

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Digital Expertise
Productivity Improvements

Technology Category

Analytics & Modeling - Predictive Analytics
Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Industries

Consumer Goods
Retail

Applicable Functions

Sales & Marketing

Services

Software Design & Engineering Services
System Integration

About The Customer

Lumens Light + Living is dedicated to offering the best design-oriented lighting, fans, and home accessories. They came to the web in 2006 with the goal of being the best place to shop for lighting, fans, furniture, and accessories for people who love modern design. At Lumens, modern design doesn't mean limited design. They aim to provide a wide range of products that cater to various tastes and preferences, ensuring that every customer finds something that suits their style. Lumens is committed to customer satisfaction and continuously seeks ways to improve their service and product offerings.

The Challenge

Lumens Light + Living needed a way to get accurate, consistent feedback from customers on their level of satisfaction. They lacked a solid gauge of their performance and needed to improve certain areas. Customers came from various points of entry, and Lumens needed a way to ask questions specific to each point of entry and weight what’s more important if a customer purchases in-store versus over the web. They had recently implemented NetSuite and wanted a customer satisfaction survey integrated with NetSuite and transaction-based. Most survey solutions they looked at were not based on transactional events, so they turned to Celigo to extend NetSuite and build a solution within NetSuite’s inherent customization capabilities.

The Solution

Celigo built a solution that met Lumens’ needs for an integrated customer survey tool. Using custom records, suite scripts, email templates, formula fields, saved searches, and KPIs, Celigo created a solution that sends automated surveys relevant to the transaction type and place. The solution tallies the results using a ranked scoring system and sends satisfaction metrics to relevant stakeholders. The survey management solution for NetSuite includes logic that sends automated emails to a dynamically retrieved target audience, online satisfaction survey forms that maintain Lumens’ corporate branding, and the ability to rank and weight survey questions and responses. This enables Lumens to accurately capture customer satisfaction metrics relevant to the type of transaction.

Operational Impact

Lumens has re-purposed the survey solution in many ways, most notably for communicating with customers regarding estimated ship dates.
The automated solution has sent approximately 13,000 email communications to customers regarding ship dates in approximately 8 months.
The solution has improved the overall communications Lumens has with customers, including follow-ups on customer service, installation services, and retail showroom experiences.
The solution has enabled Lumens to extend their 360-degree view of the customer to include satisfaction surveys, providing a more comprehensive understanding of customer satisfaction.

Quantitative Benefit

Lumens saw an almost one-point increase in customer satisfaction on a scale of 1-5 after implementing the estimated ship dates automated communication structure.