Algeco provides temporary accommodation solutions and modular units for various sectors in the Netherlands. Customers choose Algeco because of its flexibility and ability to adapt to specific needs. It was precisely these aspects that appealed so much to Algeco at askemo, explain Tahira van Rooij (Inside Sales) and Irina Kuzminykh (Marketing Manager).
“We wanted to achieve more, get better results, and receive more feedback! We were stuck with our current platform and the possibilities were limited. A colleague referred us to askemo.”
“We received as many responses in a single month as we did in the whole of the previous year.”
“At askemo, our company name and our own names appear at the bottom of the email. Customers know us, and that makes it more personal, which encourages them to reply. Our previous tool used a ‘no-reply’ address, whereas askemo does allow people to reply to emails.”
“We have big ambitions when it comes to measuring and improving our customer satisfaction. As well as asking a question by email, we also want to make contact by phone. That way, we can reach the last group of people who don’t reply to emails. It was great that askemo said they hadn’t actually started making calls yet, but they were keen to test this out with us. We immediately launched a three-month pilot.”
“First, we called the customers who had opened and read the email but hadn’t responded. Then we called other customers. We were absolutely blown away by the results. We used to receive 66 responses in a year; now we get 66 in just one month. We knew straight away that we wanted to continue with this platform.”
“That’s exceptional, certainly for the B2B market. Every response counts, and we’re grateful that we’ve gone from a response rate of between 4 and 8% to one of between 50 and 60%. It’s not just about the quality of the feedback, but also the quantity. If a single customer criticises, say, the placement of a unit, that doesn’t tell us much on its own. But if it happens repeatedly, we take swift and targeted action.”
“The script on the phone remains unchanged: one simple question. Customers have the opportunity to go into detail over the phone, but only if they wish to. Askemo records the answers directly in the database, so customers don’t have to follow up via email.”
“We receive the results from Askemo and share them with the relevant department. If there is a detractor (a customer with criticism), we share this with management. Management calls this customer immediately and internally we discuss what concrete steps we can take. We are constantly working on improving our service and we resolve most issues straight away.”
“The team is very pleased with the volume of responses. Thanks to the high response rate, we can now really see what people think of us. The more responses you get, the closer you get to the reality.”
“The more feedback you get, the closer you get to the truth.”
“Yes, actually it has! We share customer feedback such as ‘nice interaction’ or ‘great service’ with the whole team. It’s not a competition amongst us, but it is really brilliant to receive a 9 or 10 from a customer!”
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