Case Study: Sandvik boosts customer experience and loyalty with Resonate Solutions

Sandvik - Customer Case Study

Sandvik, the global high-technology engineering group with 43,000 employees and sales in more than 150 countries, wanted to stay closer to its customers and better understand the customer experience across its Australian region. Working with Resonate Solutions, Sandvik set out to identify what existing customers valued, where the business needed improvement, and how to better support customers who contacted its service centre.

Resonate Solutions implemented two programs: an overall relationship NPS program and a customer support centre touchpoint survey to measure loyalty and service experiences. The short surveys, text analytics, and interactive reporting helped Sandvik identify the top drivers of satisfaction and dissatisfaction, focus customer support teams on the top three service drivers, and enable callback follow-up to recover poor experiences. Monthly reporting gave stakeholders ongoing visibility into customer experience performance and helped embed CX more deeply into the business strategy.

Sandvik