When it comes to taking the pulse of its worldwide customers, Automotive Resources International (ARI) - a leding global fleet solutions provider specializing in complex car and truck fleets - sits squarely in the drivers seat. With the help of online survey technology from Inquisite, ARI is able to garner valuable customer insight on issues such as driver satisfaction, overall fleet management, vehicle performance and auto remarketing. As a part of the company's Annual Client Review, data from customer surveys is incorporated into customized presentations that include a detailed summary of their customer's vehicle usage, expenses, savings, and recommendations to improve their fleet management. Most importantly, ARI decision makers translate this valuable customer survey feedback and make it actionable throughout their business processes.
Joe DeCosta, Customer Call Center Supervisor for ARI stresses, "The technology from Inquisite enables survey respondents to submit issues and problems through a survey which is then emailed directly to the call center. This not only allows the customer service team to have immediate customer feedback, but also provides ARI with the ability to take fast action and address customer issue anywhere in the world." DeCosta added, "For example, a recent survey reply came into my email late on a Sunday with an issue, and I called the customer the next day to address the concern. This is a huge customer service win that has translated into higher customer loyalty and retention."
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