Vovici™, a Verint® Systems company and leading provider of Voice of the Customer and enterprise feedback management (EFM) solutions, today announced that Southern States Cooperative selected and implemented its EFM solution in December 2011 to collect feedback on customer loyalty.
Southern States is a Richmond, Virginia-based farm supply and service cooperative. Founded in 1923, it now has more than 300,000 farmer-members. As one of the nation’s largest agricultural cooperatives, it provides a wide range of farm inputs, including fertilizer, seed, livestock feed, pet food, animal health supplies and petroleum products, as well as other items for the farm and home. The cooperative serves its members and non-member customers through more than 1,200 retail outlets in 23 states.
“Our executive team introduced a company-wide initiative to become a more customer-centric organization,” shares Greg Bucko, manager of customer insights for Southern States. “We quickly determined the first and best step was to invest in a Voice of the Customer platform that could systematically collect and analyze consumer insights and feedback, enabling us to make informed decisions to prioritize and drive our future plans.”
“When researching the range of vendors, we knew very early on that we needed much more than just survey software. The collective solution we invested in needed to handle intricate consumer feedback across the organization,” adds Bucko. “Our ongoing goal is to continue to grow, engage customers and build loyalty, and we see Vovici as a great long-term partner that can provide best practices and overall experience to help ensure we maximize our investment in order to meet both our business and members’ objectives. Without a doubt, Vovici has the best product and support services that we believe will arm us with the insight we need, while saving us time and money in the long run.”
Vovici solutions are designed to help improve satisfaction and brand loyalty by helping organizations collaborate with customers through surveys and online communities to uncover sentiment, satisfaction and loyalty. Knowledge and insight are the foundations for companies to inspire action and drive accountability.
“Many prospects begin the review process of enterprise feedback management solutions based on executive mandates to increase customer loyalty,” says Dave Capuano, vice president of marketing, Vovici. “It’s important to recognize, as companies move through this process, that it takes a compilation of programs—such as building a customer journey map, setting up listening posts and deploying surveys—to truly capture the voice of the customer and allow organizations to take action.”
About Verint Enterprise Intelligence Solutions
Verint® Enterprise Intelligence Solutions™ help organizations of all sizes capture and analyze customer interactions, sentiments and trends across multiple channels, improve performance and optimize the customer experience. The solution portfolio includes the Impact 360® Workforce Optimization™ suite and Voice of the Customer software, which serve as strategic enterprise assets for increasing customer satisfaction and loyalty, enhancing products and services, reducing operating costs and driving revenue.
About Verint Systems, Inc.
Verint® (verint.com) is the global leader in Actionable Intelligence® solutions and value-added services. Its extensive portfolio of Enterprise Intelligence Solutions™ and Security Intelligence Solutions™ helps worldwide organizations capture and analyze complex, underused information sources—such as voice, video and unstructured text—to enable more timely, effective decisions. More than 10,000 organizations in 150 countries, including over 85 percent of the Fortune 100, use Verint solutions to improve enterprise performance and make the world a safer place. Headquartered in N.Y. and a member of the Russell 3000 Index, Verint has offices worldwide and an extensive global partner network.
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