HS - Hamburger Software GmbH & Co. KG
Continuous evaluation of the support line through customer feedback
A Case Study from the Software & Service Sector
As a manufacturer and provider of ERP software & services that serve to optimize business processes and workflows for thousands of small and medium-sized companies from various industries, HS – Hamburger Software is very interested in continuously improving user support.
In this case study, learn how HS – Hamburger Software uses surveys with easyfeedback to measure customer satisfaction with telephone and written user support and gain insights into possible optimization approaches to sustainably improve the customer experience.
8000
Target group
30%
Participation rate
>4 Years
Duration
The goal
The challenge
HS’s often highly praised user support in particular is a major reason for the very long customer relationships, in addition to the stability and usability of the software. Continuous measurement of customer satisfaction with this important touchpoint was therefore just as important for HS as the ideas and concrete starting points for optimizing the service that resulted from this measurement.
There were a number of general conditions to be taken into account:
• Simple and platform-independent usability on the participant side
• Data protection & possibility of anonymous participation
• Evaluations also according to clusters: even if all of the several thousand customers of HS belong to the SME segment, the bandwidth regarding support requirements is very large.
• Possibility to sensibly dose the frequency of survey invitations per customer in order to keep both the response rate and the quality of the feedback at a high level
• Simple / lean / largely automatable ongoing execution of the survey
The result
With easyfeedback, HS has established a monthly survey of customers with contact to HS Profiline and thus created a monitoring for the overall satisfaction, the satisfaction with waiting times and the processing time as well as the assessment of the customers also with regard to the content-related competence, friendliness and solution mediation skills of the employees, which optimally fulfills the above criteria.
Through the permanent use of this monitoring since 2017 and the use of the results, the satisfaction of the support experience has been sustainably increased step by step. This is because the feedback received – both positive and negative – has made it possible to redefine measures and measure their effectiveness. In addition, customers feel the honest interest in their opinion and react very positively to being contacted, especially about negative feedback, if the person participating has agreed to this in advance.
The employees in HS Profiline also receive important feedback on their performance as a team and indications of any points that need to be readjusted. The feedback from the customers – ranging from praise to constructive to sometimes angry – gives the employees an appreciation of their commitment. This is particularly important when you are constantly putting your heart and soul into providing the best possible care for the people in your customer companies.
The bottom line is that with easyfeedback-based monitoring, HS has every opportunity to set the right course for optimal customer satisfaction and thus long-term economic success.
HS - Hamburger Software GmbH & Co. KG
Software & Service – since 1979.
HS – Hamburger Software GmbH & Co. KG was founded at the end of the 1970s as a start-up by three business informatics graduates with the vision of simplifying the many tasks and processes of a company through software & services tailored to the operational practice of SMEs. The vision became reality. Today HS – Hamburger Software GmbH & Co. KG is one of the leading German manufacturers in the field of business software and offers customers modular, combinable solutions for the areas of financial accounting, payroll accounting, personnel management and merchandise management together with user-focused services.
More than 26,000 users from thousands of companies across all industries trust HS, with over 40 years of experience in the development of ERP software, around 175 employees and around 140 partners in Germany and Austria, to optimize their workflows and business processes with Software & Service and thus make an important contribution to greater efficiency in day-to-day business.