Case Studies
Artisan Creative - Los Angeles, San Francisco
Artisan is a creative services firm with offices in Los Angeles and San Francisco. They serve a diverse customer base, made up of small, medium and large companies who desire to outsource their marketing communications and graphic design efforts, utilizing the best of breed freelance expertise that Artisan can provide.
Jamie Douraghy, CEO Artisan Creative
Artisan had never deployed a focused customer survey before, and was unsure about the results it would provide. By working with URC they were able to refine and focus on several business areas in which they could measure their overall performance. Areas they could act upon quickly.
After the survey concluded, with the help of URC's analysts, Artisan was able to identify several key areas that could be improved upon immediately. Artisan followed up with the customers who gave the valuable suggested feedback on the survey, and informed them of the steps they were taking to address them. The customers were amazed at how quickly the suggestions were being implemented and were very pleased.
"This has helped us to not only retain our very valuable relationships with our customers, but to reinforce and improve it as well." said Jamie Douraghy President and CEO. "In our industry this is huge in terms of client retention." He added.
Ellie Mae, Mortgage Loan Processing, Northern California, Dublin
Ellie Mae provides Internet connectivity to the mortgage industry, connecting loan originators to customers, partners, lenders, underwriters, and service providers. Ellie Mae provides the largest and fastest-growing Internet platform for mortgage professionals in the United States. The key to this capability includes a family of supporting products-point-of-sale websites, loan origination software, lender loan-import software, and document software and services.
Sig Anderman, CEO Ellie Mae
Ellie Mae enables theprocessing of millions of loan applications by it's member brokers who rely on the services to stay competitive with other loan and mortgage processing services. Competition is high. Quality of service is critical.
Ellie Mae needed a powerful, flexible, and fast way to survey its customers on an ongoing basis. Working with URC enables Ellie Mae to follow up on every customer training and call center experience. The result: the company is on track to gain U.S.$600,000 per year in revenues from customer retention, while customer satisfaction has climbed nearly 23 percent in six months. By using survey results to help prove the value of its products to potential customers, Ellie Mae has further increased annual revenues by $1 million. Most significantly, the ability to track - and influence - customer satisfaction has led to key changes in the company's culture and products.
"We demo'd several solutions but SelfSurveys.com from URC was a slam-dunk," says Bob Visini, Vice President of Marketing for Ellie Mae. "We chose it for its flexibility, ease of use, price point, and its adaptability: it can be used for training, support, sales, and product research."
Bishop Ranch, Business Park, Northern California, Contra Costa County
The Bishop Ranch Business Park is a project of Sunset Development Company, the largest supplier of office space in Contra Costa County. Bishop Ranch offers more than 9 million square feet of office space in 14 attractive complexes. Serving tenants as small as BioMedical research companies to as large as Chevron-Texaco corporate headquarters, to Toyota's, and SBC's regional offices.
Bishop Ranch needs to monitor it's service quality very carefully in order to not lose tenants, especially those as big as Chevron-Texaco. Offering key tenant services such as extensive transportation as well as surveying the satisfaction of their tenants is crucial to their success.
Using URC's easy to use Build-Your-Own solution provided through SelfSurveys.com, Bishop ranch deployed a transportation survey through a variety of technologies (including a paper based solution) to over 350 tenant companies and their employees.
Once the survey was complete the analysis of the results took minutes versus the 10-12 weeks of reporting and cumbersome tabulations 2 staffers had to undertake to complete the results. With ReporterWIZ provided by SelfSurveys.com, URC was able to build elegant and effective reports on the fly as the survey results were being recorded, live.
"We accomplished far more... using SelfSurveys.com...and I am looking forward to writing the report, since most of the data has already been tabulated electronically. Thank you for providing such a great solution to this formerly daunting ...task" - Marci McGuire, Bishop Ranch Program Manager.