For the first time, clients can correlate Voice of the Customer initiatives to tangible results, convert omnichannel feedback into actionable insight, and create new business processes and rules for the mutual benefits to both customers and company.
Zürich, 30 November 2016. SandSIV, the leading European provider of superior enterprise Voice of the Customer (VOC) and Customer Experience Management (CXM) software solutions, today announces their partnership with EY Germany (EY), a global leader in assurance, tax, transaction and advisory services, to offer the most comprehensive, accurate, and trusted customer insights through a jointly developed Customer Experience (CX) Management Service.
As a result of digitisation, companies are redefining themselves and increasingly orient themselves to the wishes and needs of their customers (customer centricity). The ongoing analysis of the voice of the customer, i.e. the customer’s view of the products, services and customer-friendliness of the company, is indispensable for a consistent customer orientation. Analytical methods play an increasingly important role in identifying and responding to emerging trends quickly.
The implementation of customer experience-oriented management processes as well as the successful use of VOC programs require broad digital strategy competence, deep understanding of the drivers of the customer experience, detailed knowledge of the branch-specific customer interaction processes, extensive methodological experience in analytics and a strong implementation competence with local presence.
The joint offer of EY and SandSIV is based on the VOC HUB™ solution from SandSIV, a proven, reliable and scalable software-as-a-service platform that also meets demanding customer requirements in the international environment.
“Response from the first clients under this partnership have been extremely positive, given that business leaders from all sectors will for the first time be able to experience a combination of cutting-edge technology and superior CX and VOC expertise.” said Federico Cesconi, CEO of SandSIV.
EY’s advisory service on VOC & CX follows a holistic approach that aims to accompany clients on their path towards a customer centric business model. The partnership with SandSIV covers, among others, the design of customer experiences and customer journeys, the setup of the platform, the strict measurement of KPIs (such as the Net Promoter Score, NPS), holistic Business Analytics, the training of the users and the implementation of results-based process and service improvements.
EY Germany is one of the largest German audit and consultancy organisations. EY is a German market leader in tax consulting. EY employs around 8,900 people at 21 locations and generated sales of EUR 1.5 billion in 2014/2015. Together with the 212,000 employees of the EY organisation, EY serves clients all over the world.
For further information, please see the following website: http://www.de.ey.com/