WHAT CLIENTS ARE
SAYING ABOUT STAMP
“We received a ton of helpful feedback to improve our processes long term.”
Scott Carlisle
Regional Sales Director, Firstcare
STAMP STORIES
TYPE OF COMPANY​
National Health Carrier
STATED GOAL
Boost Customer Satisfaction In Underperforming Markets
THE PROBLEM
Our client had previously used standard NPS surveys to gauge client satisfaction in each of their markets. Their most recent survey showed that the NPS in certain markets were lagging and trending downward; however, our client was unable to explain the variance or cause for the decrease.
THE SOLUTION
Our client adopted STAMP to assess every midsize and large employer client and channel partner in each of their markets. In total, STAMP dashboards were produced on each of their 1200 employer clients and 500 channel partners.
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STAMP immediately identified that issues in lagging regions were caused by a select set of companies that noted deficiencies in their product offerings; in addition, an insufficient number of their internal account managers were skilled in consultative problem solving.
THE OUTCOME
Our client was able to reach out directly to the companies that had product issues and helped refine their offerings to meet the unique needs of their employee populations. In addition, our client retooled their account management teams, instituting comprehensive training for under performers and hiring new staff with consultative skill sets.
THE RESULT:
Client boosted NPS by 20 points and leveled performance across all regions. Retention increased by 7%.
STAMP STORIES
TYPE OF COMPANY​
Business Solutions Company
For Health Plan Payers
STATED GOAL
Use a new system to establish customer satisfaction and evaluate how their primary offering was performing in the market
THE PROBLEM
Our client had been using multiple processes to gather feedback from their different customers. They wanted to establish one consistent process using standardized questions for all their customers, along with creating a central database to provide the robust reporting account managers needed for customer relationship management. In addition, they wanted data to compare their performance with competitors in the marketplace.
THE SOLUTION
Our client chose STAMP to assess their seven largest customer accounts, and invited select decision-makers in each customer organization to respond.
STAMP provided a consistent process with one question set that our client could use to evaluate their performance with their customers and compare their performance across the industry.
THE OUTCOME
The results we reported made it possible for account managers to evaluate what was important to their customers and measure customer perceptions about performance.
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THE RESULT:
Our client found that STAMP provided a standardized question set, an easy and convenient way for customers to provide feedback online, and a comprehensive solution for capturing feedback and reporting it internally. Account managers are able to use the resulting data for customer relationship management. And our client now has data to track their performance in the marketplace.
STAMP
STORIES
TYPE OF COMPANY​
Major Financial Services Company
STATED GOAL
Validate success of account team realignment implemented in prior year.
THE PROBLEM
Our client had completely revamped their account management strategy in the prior 12 months and had reassigned most of their account managers to different accounts. Our client wanted to validate the transition was successful on an account by account basis. Client also sought to identify additional areas of improvement necessary to increase retention and NPS.
THE SOLUTION
Our client implemented STAMP to assess performance among all accounts, including those that did and did not experience an account team transition.
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Client discovered that there were still slightly underperforming in accounts that experienced a transition, relative to those that did not. Client also uncovered that a subset of clients had issues with both their product and technology.
THE OUTCOME
Our client was able to pinpoint the specific subset of accounts that had issues and immediately implemented an action plan to address performance deficiencies.
THE RESULT:
The subset of accounts applauded our client for being proactive in determining satisfaction as well as acting immediately to rectify identified issues. In 2 cases, accounts that would have been lost were saved. Client realized 100% ROI on their first STAMP deployment.
STAMP STORIES
TYPE OF COMPANY​
Major Not For Profit
STATED GOAL
Increase donor sentiment and contributions
THE PROBLEM
Our client had been experiencing a decline in donations, especially from its largest contributors. Our client wanted to obtain a better understanding of donor sentiment as well as learn how well each contribution manager was delivering on the needs of its top donors.
THE SOLUTION
Our client selected STAMP systematically assess their largest donors and specifically understand how well the foundation was delivering on each donor's unique needs.
STAMP provided a dashboard on each specific donor, as well as an aggregate report by contribution manager.
THE OUTCOME
The results immediately identified a handful of donors that were at risk of reducing or eliminating their contributions, as well as pinpointed key areas of improvement to increase donor sentiment.
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THE RESULT:
Our client was able to save several key donors as well as revamp their donor relationship management program to cultivate better partnerships with their largest contributors. They also extended the STAMP program down to their next tier of donors in order to cultivate these contributors into larger givers.