LEMAN listens to customers worldwide
The salespeople are better dressed for meetings, dissatisfied customers are no longer lost on the floor, and knowledge sharing across countries has been strengthened with measurements and feedback from customers.
Challenge
LEMAN needed customer knowledge to be less dependent on individuals and more effectively applied at a strategic and managerial level.
Solution
A market exploration led them to nps.today, which was the best option for a CX platform that aligned with their Microsoft strategy, including features such as plug-ins for Dynamics, Outlook, and Power BI.
Result
Good customer experiences have become a shared concern, and with nps.today, LEMAN has acquired a tool that enhances focus on customer satisfaction and contributes to the development of even better solutions for customers.
At LEMAN, they have a goal of always composing the solution that best serves the customer’s interests in terms of time and cost. This commitment places a high priority on customer satisfaction on their daily agenda.
The best match for the Microsoft strategy
In recent years, the work on customer satisfaction has been greatly facilitated by the CX platform nps.today, which LEMAN chose because it is easy to get started with and it was the best match for the company’s Microsoft strategy.
“We work on the Microsoft platform and were looking for a CX solution that would work within our existing IT environment. nps.today has all the necessary plugins to make it work seamlessly, and for us, it has been a huge advantage that we didn’t have to build anything ourselves. The technical implementation was straightforward and exactly as promised,” says Rikke Thomsen, Group CCO, SVP at LEMAN.
The measurements need to come alive within the organization
With nps.today, it has become very tangible for LEMAN to measure and take action on customer satisfaction. The company has a strong focus on ensuring a strong anchoring of the solution, and LEMAN’s own Customer Experience Manager has been responsible for the organizational implementation.
Customer scores directly in CRM strengthen sales
Customer feedback is available in a Power BI app, which is also a standard feature from nps.today and therefore does not require any development. This app provides a combination of aggregated data and filtering options, allowing for both an overview and the ability to delve deeper into selected customers or markets. In addition, LEMAN utilizes nps.today’s plugin for Dynamics, where salespeople have access to all responses at the individual and company level directly within their Dynamics 365 CRM solution.
Praise and criticism are equally important
At LEMAN, they have a workflow that responds to fluctuations in customer feedback. In practical terms, both top and bottom scores trigger the sending of an email to the country director, the commercial director for the country, and the salesperson responsible for the customer relationship.
Close contact leads to better solutions
It’s not every day that Rikke Thomsen herself is directly involved with nps.today. Although the platform is easy to use, she may occasionally need a refresher on its features or, when it comes to setting up new measurements, she finds that receiving advice and guidance can contribute to a better solution.
About LEMAN
LEMAN is an international transportation company that assists businesses and individuals worldwide in delivering high-quality logistics and transportation solutions. Regardless of the task’s size, their approach remains the same: to assemble the solution that best serves the customer’s interests in terms of time and cost. The company offers solutions in road transport, air and sea freight, warehousing, and much more.
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