Fenplast improves its client experience with an automated after-sales feedback system.

A satisfaction survey tracks the evolution of the customer experience in real time. Automated communication, delivered at the right time, detects the necessary improvements to its sales process.

Large-scale retailing

Results

Increase the number of satisfied customers.

Improve customer loyalty.

Boost sales and revenue.

Collect customer feedback quickly across the distribution network.

With a network of distributors spread across Quebec and Ontario, it is difficult to obtain customer feedback on their level of satisfaction. In order to improve the customer experience, an integrated and automated solution was required.

Reliable automated service

Electronic collection of data

An online form was developed in order to gather uniform data across the entire network. The responses are then automatically transmitted to the marketing team to identify areas for improvement.

Fenplast - Collecte de données systématique

Automated request

The automated transactional data was used to create a campaign to contact customers who had made purchases during a specific time frame.

Fenplast - Une sollicitation automatisée - Copie

“We are delighted to have collaborated with Dialog Insight on this project, and we particularly appreciated the application’s flexibility and power. The project was completed smoothly, thanks to dedicated customer service and strict adherence to deadlines, and it will allow us to set up several future opportunities in digital marketing.”

Sylvain Arbour

Marketing Director

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