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Implemented Salesforce for a Leading International Organization Case Study
Case Study

A Leading Retail Chain in the USA Improved Their Customer Service and NPS with Datamatics

Client

The client is a US retail giant that operates 10,000+ global stores and 190 distribution centers in 20 countries, with over 2 million employees.

Region

Global
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Challenges

The client wanted to bolster seller satisfaction to drive higher sales and foster enduring relationships. Simultaneously, they sought marketplace differentiation, enticing a wider vendor base and expanding product variety, ultimately securing a competitive advantage.

Through these efforts, the client aimed to create a distinct marketplace that resonates with vendors, amplifies sales, and enriches product selection, enhancing their market position.

Solutions


Over a span of 90 days, the Datamatics team undertook a survey among recent merchants on the client's platform. The study aimed to comprehend the Net Promoter Score (NPS) and Customer Satisfaction (CSAT). Special emphasis was placed on pivotal factors such as communication, pricing, and portal interaction.

The investigation meticulously sought to pinpoint the specific parameter – whether communication, pricing, or portal experience – that significantly influenced merchant satisfaction or dissatisfaction, yielding valuable insights for enhancement.

Impacts

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Integrated NPS & Satisfaction Scores
via text analytics, increasing NPS by 16 points

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Mitigated Revenue Risk by
addressing key ‘detractors’ promptly

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Proposed Process Automation
real-time dashboards, and affordable shipping

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Prioritized High-Impact NPS Parameters
using the NPS increment calculator

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