CLICOLOGY: YOUR CUSTOMERS IN PERFECT FOCUS

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1 CLICOLOGY: YOUR CUSTOMERS IN PERFECT FOCUS There s nothing new in surveying customers. But a system that automatically interprets the data so businesses can react quickly is an innovation to get excited about.

2 HOME SURVEY CONTACT CUSTOMER SATISFACTION SURVEY welcome: SURVEY CODE: REQUEST CODE SUBMIT INFORMATION CONTACT US PRIVACY POLICY TERMS AND CONDITIONS CLICOLOGY HAS AUTOMOTIVE PEDIGREE Knowledge of their customers is vital to all automotive organisations, but with sales channel going through dealers, agents, distributors and other third parties, the insight is harder to generate. Without the contact made via the initial sales process, a direct link doesn t always exist. The Clicology software creates bespoke questionnaires and automatically interprets the results. As a result the company is able to keep an eye on its dealerships and make sure customers are receiving the high level of service they want associated with the prestigious car brand. Clicology has the potential to bridge that gap quickly and accurately through its survey features: Learn whether the sales process is adding or detracting from their brand and use the information to drive dealer performance as a result. Clicology is also the catalyst in creating those sought-afer, but often elusive, direct customer relationships to nurture brand loyalty for additional aftersales services. This in turn encourages the sale of accessories and maintains contact to sell upgrades, next generation improvements and new innovations. And all this can be achieved in any language you choose to bring together a global network creating consistency and transparency across the world.

3 STATISTICS SPEAK FOR THEMSELVES Positive customer relationships exert a direct impact on the bottom line. Better relationships produce greater loyalty, greater loyalty drives more sales and more sales lead to higher profit margins. The statistics speak for themselves. According to Bain & Co, a 10% increase in customer retention levels results in a 30% increase in the value of the company Also 55% of consumers would pay more for a better customer experience. (Defaqto Research). On the other hand, 68% of customers have ended their relationship with a company due to poor customer service and 89% of consumers have stopped doing business with a company after experiencing poor customer service. (RightNow Customer Experience Impact Report). A sobering thought is that it takes 12 positive customer experiences to make up for one negative experience (Parature). Tracking what your customer thinks of your brand once the sale has been made is, therefore, imperative. But it s never an easy or straightforward process. To provide a greater insight into what your customers think of your brand we developed Clicology; an innovative web based software solution that can help you build better relationships with your customers. Clicology is a software tool that addresses the key business need of knowing what customers really feel about an organisation. Successful use of the technology will help to generate devoted, brand ambassadors and help the company reap the financial rewards of that loyalty. 55% of consumers would pay more for a better customer experience It takes 12 Positive Customer Experiences to make up for one negative experience

4 30 LANGUAGES 25 COUNTRIES SO WHAT MAKES CLICOLOGY DIFFERENT? There s nothing new in surveying customers. But a system that instantly interprets the data and proposes next steps so businesses can react quickly and consistently is an innovation to get excited about. The original concept behind the software was developed by Mosaique for a luxury automotive brand so they could effectively monitor the performance of their dealer network in 25 countries and 30 languages across the world. The flexible and scalable CRM tool was designed with an easy to use on-screen interface which linked with highly developed back end coding to generate bespoke customer questionnaires for the dealerships. Through the responses, the software automatically interpreted the results and prompted a course of action. One of the outcomes was the evaluation of the Net Promoter Score. Through the data fed into the system, the company was able to see whether the dealership was delivering the level of service that would encourage promoters; those customers who will readily endorse their brand. It also identified the detractors who have the potential to exert an adverse impact on the brand through negative word of mouth. With these people pinpointed, the company was able to make sure its dealers quickly got to grips with any issues and focused on turning any detractors into promoters.

5 KEY FEATURES OF THE SYSTEM INCLUDE: Simple to use customisable templates to design bespoke surveys. All you need to deliver flexibility and responsiveness to commercial needs and priorities The option for text comment on every question Full multi-user support with complete data separation Multi-language support, including right to left rendering, to provide global reach in the language that your end customers are comfortable to speak Extendable reporting to build reports in real time with the ability to export to Excel Answer groups and question groups for improved information architecture Intuitive dashboards that make the software simple and easy to use Integration of the Net Promoter Score (NPS) paradigm for customer segmentation and classification Flexible information architecture to replicate any customer retail structure (headquarters, regional office, importers, dealerships, distributors etc.) Monthly automated benchmark reports comparing the performance of departments, dealers, distributors, agents and dealer performance. Enhanced functionality that allows the question of routing/ branching rules Built in publishing facility to share the results to websites and social media Real time reporting of NPS scores and the provision of custom workflows to engage with detractors and convert them to brand neutral, or brand ambassadors Tablet and mobile enabled platform to promote optimum flexibility of customer use Full integration with existing Enterprise Resource Planning systems such as Microsoft Dynamics as well as systems that automate other areas of the CRM process such as Salesforce.com

6 The Old Chandlery St. Mary s Lane Tewkesbury GL20 5SF T: F: E: calm@mosaique.co.uk