Case: Valokuitunen

Valokuitunen is a Finnish company that builds open fibre optic networks for homes and businesses in urban areas, operating on a market based model. The company’s goal is to continuously improve customer experience and to turn customer feedback into concrete actions across the organisation.

With Webropol’s solution, Valokuitunen has taken a systematic approach to developing customer experience and making effective use of feedback throughout the business. Automated survey triggers and smooth integrations between Webropol and Valokuitunen’s customer information and reporting systems have streamlined both internal and external processes.

Better customer experience through automation

Valokuitunen aims to measure customer experience continuously and automatically, while ensuring that customer experience data is accessible and usable across the organisation.

Using Webropol, Valokuitunen collects feedback from more than 10,000 respondents each year. Customer experience measurement is seamless, with surveys sent automatically at key touchpoints. For example, when a customer contacts customer service, a Webropol survey is triggered and sent automatically.

“Webropol made implementation straightforward. The integration with our customer information and reporting systems worked smoothly, and we were able to trust that everything would be delivered as agreed”, says Satu Rissanen, Customer Experience Manager at Valokuitunen.

A comprehensive solution with clear benefits

In addition to Webropol’s versatile survey and reporting tool and API integration, Valokuitus also uses AI Text Analysis to interpret open feedback and SSO single sign on to improve security and user management.

The benefits are clear:

• Improved customer experience and satisfaction are reflected in higher NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score) results.
• Seamless integration with customer information and reporting systems enables continuous process improvement and ensures that feedback is effectively used across the organisation.
• Insights from customer feedback support product and service development, customer communications and staff development, supported by clear AI generated summaries.
• AI Text Analysis trend tracking helps ensure that actions taken based on customer feedback are moving in the right direction.

In addition to the solution itself, Valokuitunen values the support received from Webropol. “The Webropol team is a reliable partner. Customer service responds quickly and ensures that matters are resolved without delay.”

Summary

Webropol’s reliable survey and reporting solution, combined with step by step integration, made implementation smooth and efficient. Valokuitunen can now collect and utilise customer feedback effectively, continuously develop customer experience through automated surveys, and make data driven decisions to improve both customer experience and internal processes.

Is your organisation looking to develop customer experience and make better use of customer feedback?  Book a demo with us to discuss how we can help.