Bobst UK & Ireland has undertaken steps to push its exemplary customer service offering even further, which have been recognised by the leading authority on customer engagement and satisfaction.
The Institute of Customer Service has shortlisted the adoption and integration of NICE SatMetrix as a finalist. The software, created by the team behind Net Promoter Score, is designed to shape and support the overarching customer experience in three key areas:
- Operational processes
- Employee engagement
- Founders mentality and the behaviours that contribute to a customer-centric approach to business
This technology turns Net Promoter Score data into actionable operations, enabling the business to monitor performance across seven key interaction touchpoints of phone support, on-site service, preventive maintenance, equipment installation, product training, machine demonstration and spare parts delivery. The data is translated into information that highlights where Bobst UK & Ireland can continue improving customer engagement and satisfaction.
The impact of the strategy became apparent during a survey conducted with The Institute of Customer Services, which measures a number of key metrics, including customer and employee satisfaction, weighting performance against the wider manufacturing industry. The survey revealed a 10-point increase in engagement from Bobst UK & Ireland, and the business uses NICE SatMetrix today to gather structured real-time omnichannel feedback-to-process actions across the business.
The UK Customer Satisfaction Awards panel also selected the Digital Inspection Table as a finalist in the category of Best Customer Service Co-Creation/Collaboration. Designed from the outset to uniquely meet the needs of contemporary packaging converters, operators simply place the product sample sheet on the table and the original artwork is projected onto it.
The paperless process eliminates the need for overlays and all quality checks performed are recorded, which can be forwarded to the end user or retrieved for reference at any time. These qualities make it an effective tool for boosting productivity, maintaining high quality control standards and optimising operational ergonomics with automatic conversion of PDF proof files to native format for projection.
The Digital Inspection Table was shortlisted as a great example of co-creation, designed from the outset by working closely with specialist technology research and development business HE Inventions, and packaging converter The Cardboard Box Company. The collaborative design of the pioneering Digital Inspection Table demonstrates how Bobst UK & Ireland puts its customers’ needs and requirements at the forefront of development and support, and has resulted in a product organically shaped by the market.