Case Study: Panduit achieves faster customer insights and higher NPS with Microsoft Power BI

Manufacturer personalizes and automates surveys to understand its customers and boost loyalty

Panduit, a global manufacturer serving customers in more than 120 countries, needed a comprehensive way to gather and act on customer feedback across industries and regions. To solve this, Panduit expanded its Microsoft footprint, adopting Dynamics 365 Customer Voice for personalized surveys and using Microsoft Power BI alongside Power Automate to add analytics and automation — with Microsoft Power BI providing the visualization and reporting capabilities.

Using Dynamics 365 Customer Voice, Power Automate, and Microsoft Power BI, Panduit automated survey timing and reminders, delivered near–real-time Customer Effort Score feedback, and centralized customer data for cross-team access. The change cut survey creation and deployment from four weeks to a few hours, enabled quarterly NPS surveys to roughly 25% of customers, improved CES and correlated increases in Net Promoter Score, freed developers for other work, and helped boost personalized service and brand loyalty.

Panduit

Jim Dillon

Director of Order Fulfillment