Customers and employees very much fuel their innovation; the assessment gave them the transparency to not only meet, but delight their customers. In just 6 months, they have implemented various processes directly from the feedback received from the IIC survey, some of these include: Improved customer adoption, Customer health scores and Investments into new technologies.
Danny Pickering, Director at Smile Customer Experience Ltd, who conducted the survey on behalf of IIC, said "RAM Tracking fully embraced the challenge to turn its two stars into three and its quick, six-month turnaround was an outstanding achievement. It was a real team effort – everyone from the sales and customer success teams to the software developers were on board – and their collaborative performance is what ensured they got the top result".
Within months of the first survey RAM Tracking introduced a series of employee benefits directly from feedback that they received, such as increased holiday allowance, loyalty plans and improved bonus and commission plans. They have also invested in an 18.5% increase in headcount to support their rapid growth plans and allow even more capacity to service and delight their customers.
Chris McClellan, CEO at RAM Tracking, said: "Whilst receiving a two-star rating earlier this year from IIC is a superb achievement, this year we wanted to secure the highest possible accreditation. Our employees and customers are at the heart of everything we do and by engaging with IIC, it allows them to have a direct voice within our business to help shape the future of our products and processes.
The introduction of customer forums is aiding the continual development of the RAM Tracking service, by ensuring that access to feedback remains at the core of the business