leprohon upgrades its customer experience with InputKit

The Solution

When the technician completes a service/installation at a client's site and the call status is changed in their ERP software, a satisfaction follow-up is automatically sent to the client via email or SMS.

When an issue or dissatisfied client is detected, the managers are notified in real-time. Follow-up is then done internally and with the client, if needed, to find a solution and take care of the client. This ensures that each respondent is accountable for the customer experience.

InputKit generates in real-time:

• Their indicators (CSAT, NPS, and others) by branch and department.
• The individual evaluation of each dispatcher and technician.

Date: September 3, 2020

The InputKit team successfully integrated with our ERP to automate continuous surveys. Their solution is simple, effective, and we love it. Without InputKit, it would be like going back to the Stone Age. The surveys are continuous, and for the first time, I have my NPS and indicators by branch, department, and employee.

InputKit really helps us put concrete actions in place and define what customer experience means at Leprohon. We can now evaluate the performance of our team members on customer experience and their role in the NPS, allowing us to set goals to align with our values.

Karine Gosselin
Communications and Marketing Director, Leprohon