AUSTIN, Texas -- When it comes to taking the pulse of its worldwide customers, Automotive Resources International (ARI) - a leading global fleet solutions provider specializing in complex car and truck fleets - sits squarely in the drivers seat. With the help of online survey technology from Inquisite, ARI is able to garner valuable customer insight on issues such as driver satisfaction, overall fleet management, vehicle performance and auto remarketing. As a part of the company's Annual Client Review, data from customer surveys is incorporated into customized presentations that include a detailed summary of their customer's vehicle usage, expenses, savings, and recommendations to improve their fleet management. Most importantly, ARI decision makers translate this valuable customer survey feedback and make it actionable throughout their business processes.
Joe DeCosta, Customer Call Center Supervisor for ARI stresses, "The technology from Inquisite enables survey respondents to submit issues and problems through a survey which is then emailed directly to the call center. This not only allows the customer service team to have immediate customer feedback, but also provides ARI with the ability to take fast action and address customer issue anywhere in the world." DeCosta added, "For example, a recent survey reply came into my email late on a Sunday with an issue, and I called the customer the next day to address the concern. This is a huge customer service win that has translated into higher customer loyalty and retention."
With more than 425,000 vehicles on the road worldwide, ARI is the largest international, privately held leasing company; consequently, customer service is a top priority. As a result, the company's use of Inquisite has expanded to other business units within the organization. For example, ARI's marketing group is currently surveying customers worldwide to determine exactly what their customers want. Generating as many as five surveys a month, ARI is also using Inquisite's survey technology for employee satisfaction which has proved to be so successful that the company claims an impressive employee longevity rate and low turnover.
"ARI exemplifies the multiple ways our technology can be utilized to assist in running a business. Their clear commitment to delivering superior customer service is apparent in the way they reach out and involve their customers in the decision process and more importantly how they leverage this information to improve corporate performance," said Arturo Coto, Inquisite CEO. "There is nothing more valuable than addressing your customer's issue with a sense of urgency, which speaks volumes about an organization's commitment to customer care."
Inquisite is a leading provider of web survey technology and services. Inquisite's comprehensive solution enables organizations to easily design and publish web surveys and forms, manage the data collection process, and analyze and share information throughout the organization for better decision making. Leveraging Inquisite, critical data can be easily integrated with existing business processes and systems, providing enterprises with the confidence to make the right business decisions to drive their business forward. Headquartered in Austin, Texas, Inquisite sets the pace by providing the best combination of enterprise power, operational simplicity, and measurable value. Across every industry, leading organizations use Inquisite for their mission-critical customer and employee loyalty initiatives. Making the right decision has never been easier. For more information, visit www.inquisite.com