MarketTools, Inc., the leader in software and services for enterprise feedback management (EFM) and market research, today announced that Philadelphia Insurance Companies (PHLY), a member of the Tokio Marine Group, has selected MarketTools® CustomerSat™ for its voice of the customer (VOC) initiatives. MarketTools CustomerSat will be used as the transactional survey solution for Philadelphia Insurance’s high-volume contact centers.
“We chose to work with MarketTools because our customers’ satisfaction is critically important to us, and we wanted to partner with the best provider of enterprise feedback management solutions,” said Seth Hall, vice president of customer service at Philadelphia Insurance Companies. “The ultimate goal of our program is to take the vast amounts of customer data and feedback captured in our voice of the customer program and intelligently turn the data into actionable customer insights. MarketTools CustomerSat gives us the customer insight we need to make the best possible business decisions based on hard data, not supposition.”
Philadelphia Insurance has chosen MarketTools CustomerSat to gather and analyze customer feedback from the thousands of customers who interact with the Philadelphia Insurance contact center each day. Philadelphia Insurance is also using MarketTools CustomerSat CRM Connect to bring customer information from Philadelphia Insurance’s CRM system directly into MarketTools CustomerSat. This allows for even deeper insight as customer feedback is analyzed against other key customer information, such as customer type, insurance products owned, transaction history and customer location.
Using the industry-leading CustomerSat Adaptive Role-based Reporting, Philadelphia Insurance is able to provide detailed, custom dashboards that provide customer feedback information relevant to an employee’s role, from executives to front-line contact center representatives. Armed with the customer insight delivered by MarketTools CustomerSat, Philadelphia Insurance is able to gain a deeper understanding of customer needs and improve business processes to better achieve overall customer satisfaction. Philadelphia Insurance is also working with MarketTools EFM consultants to ensure that they are getting the most out of their investment in their voice of the customer program.
“Philadelphia Insurance knows first-hand the power of customer feedback, and needed a solution that helps turn contact center interactions into opportunities to improve the customer experience,” said Scott Arnold, president and CEO of MarketTools, Inc. “We are thrilled that Philadelphia Insurance has chosen MarketTools as their VOC partner.”
About Philadelphia Insurance Companies
Philadelphia Insurance Companies (phly.com), a member of the Tokio Marine Group, designs, markets, and underwrites commercial property/casualty and professional liability insurance products incorporating value added coverages and services for select industries. In operation since 1962, the company, whose commercial lines insurance subsidiaries are rated A+ (Superior) by am. Best Company and A+ for counterparty credit and financial strength by Standard & Poor’s, is nationally recognized as a member of Ward's Top 50 and National Underwriter’s Top 100 insurance companies. The organization has 47 offices strategically located across the United States to provide superior service.
About MarketTools® CustomerSat™ Software and Services
MarketTools CustomerSat is a Web-based Enterprise Feedback Management (EFM) solution used by the world’s leading businesses to capture, analyze, and act on feedback from customers, employees, and partners. MarketTools EFM consultants are available to help CustomerSat customers get the most out of their investment in EFM, from design of satisfaction programs to advanced analysis of survey results. Through the use of comprehensive analytic tools, action management technology, and the expert knowledge of customer satisfaction consultants, MarketTools helps clients optimize satisfaction and loyalty programs that deliver high-value business impact.
About MarketTools, Inc.
MarketTools (markettools.com) is the leading provider of software and services for Enterprise Feedback Management (EFM) and Market Research. The company is focused on providing leading organizations the actionable customer insights they need to make better business decisions that lead to high-value business impact. As the first company to make online surveys widely available on the Web, MarketTools continues its market-leading position by providing the broadest range of powerful, accurate and integrated customer insight technologies that empower companies to become the most customer-centric organizations in their industries. MarketTools' premier portfolio of technology-based insight brands includes CustomerSat™, TrueSample®, Zoomerang®, ZoomPanel® and ZoomPanel Tech™. MarketTools is a privately held company with corporate headquarters in San Francisco and European headquarters in London.
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