RS Components: Using Text Analytics to Drive Action


Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 


Author Bio

RS Components Case Study: using voice of the customer to improve ROI and change company culture

RS Components is the world's leading high-service distributor of industrial and electronics products, sourced from over 2,500 leading suppliers, and provides a wide range of value-added services to over one million customers. With operations across 32 countries and a global network of distribution centers, the organization ships more than 50,000 parcels daily.

 

Download

When RS Components initiated a strategic Voice of the Customer (VoC) program with Confirmit, its aim was to regularly and consistently capture customer insight that it could use to improve the customer experience across the organization. The objective - to become the most customer centric distribution organization in the world.

It's an exceptionally comprehensive CX program. Surveys provide real-time feedback on specific customer experience interactions, from a preparedness to recommend (Net Promoter Score®) and from an ease-of-use scale (Net Easy Score). These surveys are large in scope but very specifically designed, covering 30 markets, 17 languages, any one of nine individual activities, and any one or combination of seven channels.

The focus is on action. The RS team using Net Promoter Score® to monitor the impact of the decisions they make based on customer insight. To boost that insight, RS has worked closely with the Confirmit team to implement a sophisticated program of text analytics to get a deeper view of customer feedback.

As well as using AI-driven text analytics to categorize and act on customer comments in feedback surveys, RS also runs text analytics on its Live Chat conversations to understand the issues raised through that critical channel. Over 300 RS team members use the insight gathered through text analytics to inform the decisions they make, with over 1000 using other customer insight data captured through Confirmit Horizons.

The results? All good. NPS scores are up across the board – a direct result of the decisions made on the strength of really accurate customer insight. And with Action Management helping to ensure that issues are followed up on quickly, there is no doubt that RS are on track on meet their goal of being the most customer centric distribution company in the world!



Subscribe to Our Newsletter