StepStone implements MaritzCX Platform
London, 16th October 2018.
StepStone has raised its dialogue-oriented feedback flow in Germany to the next level with the help of MaritzCX's customer experience platform. The jointly developed programme bundles customer feedback from different user groups in one tool and paves the way for a better understanding of different customer needs.
StepStone employs more than 3,000 people and operates international online job platforms under different brands, which are currently used by more than 110,000 recruiting companies. Previously, StepStone gathered feedback from its core B2B target groups through external on and off feedback studies.
With the implementation of the Customer Experience (CX) platform from MaritzCX, a leading provider of CX software and services, StepStone has succeeded in automating transactional surveys at various touchpoints.
It is now possible to collect feedback data after contract conclusion or during the after-sales process and provide employees from different departments with individual reports. With this optimisation, StepStone has succeeded in getting deeper insights into the feedback given and in generating additional insights into the triggers of both positive and negative feedback. With this newly gained understanding, it is now possible to expand and improve the customer journey accordingly and to respond directly to individual cases.
"Customer feedback is an essential factor in identifying the strengths and potential for improvement of our own products and services. Together we have succeeded in establishing a structured approach for StepStone, expanding the survey channels and increasing the reach," comments Mirjam Zeller, Associate Director at MaritzCX. "With the MaritzCX platform, StepStone can analyse incoming feedback faster and gain a deeper and more timely insight into the issues that affect customer satisfaction. With this knowledge, they can initiate improvement measures even more specifically and evaluate their effects directly."
When developing the CX strategy, StepStone paid special attention to the needs of its customers. "The new tools help us to better identify our customers' key issues and thus to address them even more specifically," explains Saskia Dorbandt, Senior Director After Sales at StepStone. "The introduction of a new feedback flow with a suitable CX technology optimally supports our customer-oriented work. Our goal is to bring companies together with suitable talents even faster in the future.”
The customer experience concept developed for the pilot market in Germany is also trend-setting for implementation in other markets and is currently being rolled out to the StepStone Group.
MaritzCX is customer experience (CX) management for big business. High-value CX programmes are critical for every organisation. We combine CX software, data and research science, deep vertical market expertise, and managed programme services to help accelerate client success. CX programmes that are most impactful drive the right kind of actions throughout the company and support a strong business case. MaritzCX seeks to partner with companies that insist on effective and high-ROI CX. Our customers include global brands from the Automotive, Financial Services, Travel & Hospitality, Consumer Technology, Telecom, Retail, B2B, Energy and Utilities industries.
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