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Construction Software Provider Implements Voice of the Customer Program to Support Rapid Growth and Expansion Initiatives
DULLES, Va.—Vovici, the leading provider of Voice of the Customer and enterprise feedback management (EFM) solutions, today announced that Viewpoint Construction Software, a leader in construction management software, is turning customer feedback captured by Vovici into improvement initiatives that drive customer satisfaction.
Viewpoint has experienced rapid growth over the past few years, posting record revenues in 2009 and logging 42 percent growth in new customers in the first half of 2010. This growth, fueled in part by expansion into Canada and Australia, inspired Viewpoint to implement a Voice of the Customer program to keep its finger on the pulse of its customers. “We’ve always been very customer oriented,” says Pam Snodgrass, manager of customer quality with Viewpoint. “But our growth was making it more challenging to stay tuned into our customers’ needs.” Seeking a structured and consistent method of capturing comprehensive customer feedback, Viewpoint launched a Vovici-powered Voice of the Customer program in early 2009.
An initial survey, sent to 8,000 users of the Viewpoint software, yielded valuable quantitative and qualitative data. “We struggled at first to manage the sheer volume of data that we collected,” says Snodgrass. “Vovici’s solution really helped us parse through and analyze our results to reveal the real insights.” After distributing feedback to various departments, Snodgrass and her team used Vovici to prioritize five key improvement initiatives which were quickly embraced by top Viewpoint executives. They were also shared with customers first in summary, and then as progress reports in the customer newsletter. “These initiatives have gone a long way towards focusing our organization on issues important to our customers,” notes Snodgrass. As one example, Viewpoint customers placed a high importance on communication, so Customer Communication became a key initiative. As a direct result, Viewpoint has increased the frequency of its newsletter from quarterly to monthly, initiated consistent release of technical briefs, and is now ready to launch a completely redesigned customer website after a series of short and useful adjustments.
Viewpoint recently launched a follow-up to the original survey. “The results validate that our customers are more satisfied following the changes we made, and that we are spending our time and resources in the right areas,” reports Snodgrass. “Vovici gives us the confidence that our five customer improvement initiatives will continue to increase customer satisfaction and loyalty, key drivers of the company’s success.”
Viewpoint has augmented its annual customer survey with several transactional surveys probing various areas of the business including support calls, classroom training and consulting services. “The ability to create a high-quality survey in Vovici quickly and easily enables us to stay very tuned into what’s going on within our business and make adjustments quickly as needed,” offers Snodgrass.
“Viewpoint is a shining example of a high-growth company that leverages a Voice of the Customer program to deepen their relationships,” says Dave Capuano, vice president of marketing for Vovici. “More and more companies like Viewpoint are relying on Vovici to harness the power of customer feedback in context with the business to anticipate customer needs and fuel customer loyalty.”
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Vovici is the leading provider of online survey management and enterprise feedback solutions. Powerful, scalable and easy to use, Vovici’s solutions help companies engage customers, employees and partners to increase loyalty, facilitate innovation, and influence critical business decisions. Thousands of organizations worldwide, including more than half of the Fortune 500, rely on Vovici to turn information into action. Visit www.vovici.com for more information.
About Viewpoint Construction Software:
With a long-standing focus on meeting the information needs of organizations, Viewpoint has achieved a leadership position in construction enterprise software. Built on a contemporary and scalable Microsoft .Net platform, the firm provides construction-specific solutions that address the unique needs of leading firms throughout the U.S., Canada and Australia.
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