Feedback From Many Countries
VFS Tasheel needed to capture customer opinions across its offices in more than 35 countries, all in the same way.
Customer feedback is essential for sustained growth. Three organisations, VFS Global, Redtag and Union Co-operative Society, needed a way to hear from their customers in real time across many locations. Technowave International deployed about 5,000 feedback devices running its proprietary easyTRACK system, all managed from one central location.
Visa Facilitation Services (VFS) Global is an outsourcing and technology services company that manages visa and passport application services on behalf of government and diplomatic missions. It is headquartered in Dubai and has offices in 147 countries. VFS Tasheel, a company within the VFS Global group, wanted an automated feedback system that would help it gather customer opinions, monitor its service delivery and improve it.
Redtag, a popular fashion brand operated by Retail Global Fashion LLC, and Union Co-operative Society, a major retailer in the UAE, were working on the same goal from a different angle. Both were investing in their customer experience in a highly competitive retail market, and both wanted to measure that experience directly at the point of contact.
Technowave International (TI) supplied the feedback devices and the easyTRACK feedback management system that runs them. The result is one approach that suits a government-facing service network, a retail chain and a cooperative hypermarket group.
Customer feedback matters most when it arrives while the experience is still fresh. For these organisations, the challenge was to collect it consistently from many locations and bring it together in one place where it could be acted on.
VFS Tasheel needed to capture customer opinions across its offices in more than 35 countries, all in the same way.
The organisations needed to hear the Voice of the Customer as it happened, not weeks later through surveys.
Feedback from every location had to flow into a centralised system, so managers could compare results across sites and teams.
Giving feedback had to take only a moment, so customers could share their view easily as they left the counter or the store.
Technowave International built its proprietary easyTRACK feedback management solution to gather, transfer and analyse customer feedback from a large network of devices.
Our proprietary easyTRACK system manages the feedback process end to end, from the device in the customer's hand to the reports used by management.
More than 1,100 devices went to VFS Tasheel offices in over 35 countries, more than 1,300 to Redtag, and more than 250 to Union Co-operative stores across the UAE, about 5,000 in total.
Technowave International provided a customised application that connects the devices to Union Co-operative's main application, so feedback data flows straight into the existing system.
Feedback is gathered, transferred and analysed centrally, giving each organisation the information it needs to decide what to improve.
The deployment connected three organisations, across government-facing services, fashion retail and hypermarkets, to one feedback management platform.
Feedback devices were deployed across VFS Tasheel, Redtag and Union Co-operative, managed through the easyTRACK system.
VFS Tasheel devices were deployed in the offices of more than 35 countries, with feedback managed from one centralised location.
Union Co-operative receives feedback data through its own application, ready to analyse for decision making.
Short, simple feedback at the point of service captures the customer's view while the experience is still fresh.
A central platform keeps feedback comparable from one site to the next, even across different countries.
Linking devices to the main application, as done for Union Co-operative, turns feedback into data the business already uses.
The same approach served a government-facing service network and two retail businesses, so it can be adapted to other sectors.
With easyTRACK, Technowave International helped VFS Global, Redtag and Union Co-operative Society collect customer feedback in real time from about 5,000 devices and bring it into one central view. The same approach can help any organisation with many locations that wants to listen to its customers and act on what it hears.
Technowave International supplies and deploys customer feedback solutions with the easyTRACK system, including devices, integration and reporting for multi-site businesses.
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