Improving Customer Satisfaction for Lumens Light + Living
公司规模
Mid-size Company
地区
- America
国家
- United States
产品
- NetSuite
- Celigo Survey Management Solution
技术栈
- SuiteScript
- Custom Records
- Email Templates
- Formula Fields
- Saved Searches
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
技术
- 分析与建模 - 预测分析
- 应用基础设施与中间件 - 数据交换与集成
适用行业
- 零售
- 消费品
适用功能
- 销售与市场营销
服务
- 系统集成
- 软件设计与工程服务
关于客户
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.
挑战
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.
解决方案
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.
运营影响
数量效益
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