Daisy Group plc Case Study

Improve customer service & increase staff morale

"Rant and Rave has helped us to develop our company ethos which is founded on mutual trust and providing excellent customer service."

John Winter - Daisy Group plc

Daisy Group plc is the UK's leading provider of mobile-centric unified communications (UC) and hosted IT solutions to small and medium-sized businesses. This has been achieved by forming strong, enduring relationships with their customers and partners - and by bringing them the latest innovations in business technology. They strive to listen to, and learn from their customers, Rapide’s Rant & Rave solution lets them do this in real-time.

On completion of a service call customers are transferred to a feedback platform where they can rate their experience and leave any additional freeform comments they may have. Rapide then transcribes these comments and uses award winning text analysis to understand every word. Results are presented back to decision makers in an easy to read dashboard, alerting them to opportunities for praise and areas in need of improvement.

Crucially Daisy can react to customer feedback quickly, those using the dashboard can see a broad overview of trends as well as drilling down in to individual customer comments, the time of the call and who they spoke to.

"Rant and Rave has also increased staff job satisfaction and morale as each agent has access to the superb comments customers have left about them."

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