Case Study: Umart achieves lower CX costs and higher customer satisfaction with Retently

Umart has decreased twice the Customer Experience operations cost

Umart, an Australian online computer retailer, needed a more reliable and cost-efficient customer experience platform to centralize its feedback data. They required a solution that could effectively measure NPS, CSAT, and CES, integrate with their existing tools like Zendesk, and improve upon their previous low survey response rates. They turned to the vendor Retently for its CX software.

Retently provided a solution that integrated with Umart's systems, allowing them to import historical data and automate surveys via API and Zendesk. This led to a massive 250% reduction in CX operational costs and a significant boost in response rates to 24%. The implementation resulted in measurable improvements, including a 29% growth in customer loyalty (NPS) and a 30% increase in response speed, solidifying their market-leading customer satisfaction scores.

Umart

Evan Casey

Head of Customer Service