Walking the Walk: Customer Obsession in Action via Gartner Peer Insights

Walking the Walk: Customer Obsession in Action via Gartner Peer Insights
January 11, 2019 Cynthia Balusek

During our 9th annual price, promotion, and markdown optimization forum, Insight 2018, we asked our clients to review us on the Gartner Peer Insights platform. Peer Insights is a great resource for IT and other professionals to read reviews about software packages they are considering purchasing to run their business. Unlike other ratings and review sites you may have used, Gartner verifies the reviews, both reading them to make sure that they are free from bias or wording providing by a vendor, but also that the reviewer is a professional who is knowledgeable in the area that they are reviewing. The surveys are also anonymous to us as the vendor and any person who is viewing Gartner’s website, which means we received honest and candid input from our clients.

We are very excited to announce that our rating on Peer Insights is 4.6 stars on a 5-star scale! Our clients also gave some great feedback:

“Being able to optimize prices to boost revenue and profit with a click of a button is incredible. We are currently implementing promo and we are excited to see where it can take us as a company.”

“Markdown Optimization has given us the ability to provide scientific based recommendations to our merchant partners. This has resulted in large increases on our bottom line, which in the past has been a challenge with our Markdown approach.”

“Great customer focus and a commitment to provide knowledge and equity for me, the customer. Quick response times to sensitive issues and availability of time when large initiatives are ongoing.”

“Really good customer service and support. Always there to solve doubts and open to our requirements. “

As the leader of our global customer support team, I’m particularly pleased with our 4.8 rating for service and support and greatly appreciate the kind things our clients said about our team. We are very proud of our data integration function, made of team members who are experts in our data process and handle our incoming requests, who on average have been with the company for three years. Our longest tenured data integration team member joined Revionics eleven years ago! Our customer support price strategists, who work directly with our clients day to day, have on average sixteen years of retail pricing experience. Our longest tenured price strategist joined Revionics a decade ago!

In 2018, we made a significant investment to our support tools to improve our client experience. Our new tool allows us to have more prompt communication and monitor our clients’ requests more easily. It is much easier to use (for both Revionics employees and our clients), and we have seen three times the adoption for our new solution versus our prior tool.

One of the things I’m most proud of is our client satisfaction surveys. At the end of every support ticket, our clients receive a survey if their experience was good or bad and provides a space to provide additional written feedback as well. All survey responses are posted real time to our internal communication tool, Slack, for everyone in the company to see. I’m very proud of our 96% satisfaction rating over the last thirty days.

One of our core values at Revionics is to be customer-obsessed. While many companies give lip service to the idea of being truly customer-focused, at Revionics I am proud to say that we not only talk the talk, but we truly walk the walk. As a SaaS company, we know we must earn our customers’ loyalty and deliver value day in and day out. It’s rewarding to be part of a team that is truly committed to delivering hard-hitting business value for our customers and to taking a long-term multi-year partnership approach in everything that we do.