Case Study: Wolters Kluwer achieves measurable customer experience improvements and faster issue resolution with CustomerGauge

Benefits to the Bottom Line and Beyond

Wolters Kluwer Asia Pacific, a publisher serving legal, accounting and healthcare markets, wanted to move beyond occasional customer surveys and bring the Voice of the Customer into day-to-day operations. The challenge was to capture timely, actionable feedback across multiple APAC markets and ensure follow-up actions were tracked inside its Salesforce CRM, so insights would actually drive change rather than sit in reports.

Working with Genroe and CustomerGauge, the company rolled out daily transactional Net Promoter surveys across Australia, India, Malaysia, New Zealand and Singapore and adapted systems so alerts, scores and comments feed directly into Salesforce. The program lifted response rates by about 3%, generated large volumes of actionable feedback that enabled rapid fixes to isolated issues and longer-term fixes to systemic problems, boosted employee engagement, and provided clear evidence of customer-centric improvements to service, products and the bottom line.

Wolters Kluwer

Janine Scott

Regional Manager, Key Business Initiatives