Attentive™ Success Stories

Old Mutual Healthcare dramatically reduced member complaints and increased member satisfaction by implementing a Voice of the Customer program.
After realizing that only customers' judge quality and all other judgments are essentially irrelevant, Old Mutual Healthcare decided that it is time to listen to their customers' voice.

Following an in-depth evaluation of local and international vendors, OMHc came to the conclusion that the solution that best fit its need was Attentive™ ACE, and after a short negotiating period, decided to implement the solution at its Call Centre in Cape Town, South Africa.

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Orange positions itself as the best cellular provider by demonstrating superior customer experience.
Orange decided that listening to what customers have to say had to be the basis for establishing a department fully dedicated to customer demands and attitudes. The success of a company in the cellular market, which is both highly competitive and changing rapidly, relies on the ability to maintain customers highly satisfied and loyal. With that in mind, Orange entered the Israeli market (1999) and instantly realized that the key success factor in this industry is satisfied customers.
Orange positioned itself as the best cellular provider with outstanding service quality and is the second largest cellular provider and the most profitable in the country. Additionally, Orange is considered to provide paramount customer service across all industries.
"Attentive™ enhances customer experience by transforming customer feedback into an actionable daily management tool for front line team leaders as well as strategic board room level decision making", Ismar Chlebowski, Head of Service Quality

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Success Story by Gartner (Jim Davies)
Orange Israel has improved customer satisfaction and loyalty through the use of Ransys EFM solution that have been specifically designed to provide a better understanding of customers' perceptions, needs and intentions...

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EL-AL's call center sales are up by 500% after implementing the Attentive™ feedback solution.

Additional notable results have included:

• Agents productivity has been increased by over 100% (agents used to take 4 calls per hour, they are now up to 9-10 calls per hour)

• There has been a direct correlation between rising SLA's and rising customer satisfaction

• EL-AL has improved the ability to manage the Call Centre with monthly reviews and work plan updates

• Internal surveys provide 360 degree feedback that has led to happy employees which in turn has lead to more satisfied customers

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Leumi Card improved Customer Experience by more than 20% using Event Driven Feedback.

Leumi Card constantly boosts its competitive edge by having an innovative Voice of the Customer program which ensures constant improvement of customer experience.

Leumi Card, a credit card company that issues Visa and MasterCard cards currently has 1.5 million customers, providing clearing services for over 42,000 businesses and employing over 1,200 people of which the majorities are Customer Service Representatives (CSR). "Retail finance is a highly competitive industry characterized by overall similarity of products", asserts Head of Service Quality, Shir Hazaz. Therefore it is fundamental to ensure superior service quality in order to maintain a healthy yet superior competitive edge.

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DHL is a global logistics organization, currently employing some 500,000 employees worldwide. The company's core management philosophy is that everything at DHL is measured; from the implementation of major strategic decisions by the board of directors, to employees´ attitudes, customer satisfaction and public perceptions.

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