Panduit Personalizes and Automates Surveys to Revolutionize Its Customer Feedback Strategy
Every business knows the value of customer data and feedback as an optimization tool, but how many know how to collect this information and put it into action?
This was Panduit’s challenge as a network infrastructure and industrial wiring company that serves an international client base. With a broad ecosystem of distributors, contractors, and end customers across 120+ countries, Panduit knew that there was plenty of value in their customers’ voices. However, their teams needed to expand their abilities to collect and capitalize on this feedback.
The solution was a new customer relationship management (CRM) system: Microsoft Dynamics 365. Specifically, Panduit leveraged the Customer Voice license to collect and analyze feedback in near real-time. They also leveraged Power BI and Power Automate to supplement their implementation with additional tools for analytics and automation.
These solutions now allow the customer experience advocates on their team to access relevant data and act on real-time feedback. They take this data and deliver better personalized service that supports brand loyalty and Panduit’s Net Promoter Score.
(Read the full story on Microsoft’s website.)
Is Your Company’s Data Helping You or Holding You Back?
It’s estimated that as much as 91% of CRM data is incomplete, and 70% of that data deteriorates and becomes inaccurate annually. This presents an obvious challenge to businesses. Every organization relies on complete and actionable customer data to make the right decisions, and if teams can’t trust the data in their CRMs, problems arise.
How can a company create great customer experiences without a centralized way to manage and review data? Worse yet, how can a company hope to leverage their data effectively when it exists in multiple places that may include old-fashioned spreadsheets?
Beyond that, a lack of CRM data accuracy creates downstream effects for marketing, sales, and more. Ask yourself whether your CRM drives your sales process and provides insight into your sales pipeline. If it doesn’t, how can you identify opportunities to upsell, cross-sell, or apply other segment-based sales or marketing programs?
The Right CRM Methodology Brings Everything Together
For large, international enterprises like Panduit, the above challenges compound. With so many regions, customer segments, and different types of accounts to manage, how can an organization stay on top of everything?
Panduit leveraged Dynamics 365 and its extensive supplementary licenses to personalize and automate data collection across its diverse customer accounts. The type of segmentation that used to take weeks now takes hours, a huge boost to efficiency. Now it’s easier to reach customers and frees up their developers to focus on more important tasks.
In our view, Dynamics 365 Customer Voice and Power BI helped Panduit achieve a level of data mastery that made their customer experience goals more achievable than ever. Their teams are able to create customer segments without jumping through hoops, and their CRM keeps everything coordinated in ways that support fast, real-time forecasting.
In your own company, consider Panduit’s story and ask yourself whether your CRM is all it could be:
- Is your forecasting generated in your CRM? Or is it recreated in a spreadsheet?
- Does your team complain about how difficult it is to generate or access reports?
- Do your market segmentation capabilities support reporting, forecasting, and customer experience goals?
If you’re like most companies, you might find that your CRM strategy has room to improve. Empellor CRM put together a detailed strategy guide with important CRM questions to ask in the guide below. It includes actionable strategies for long-term improvement.