News_140918

News_131210Opticom are pleased to announce our partnership with SynGro, a world leader in customer experience management technology. SynGro share our commitment to turning customer feedback into valuable insight to drive strategic action and tangible value.

Our customer experience software gathers feedback from any source including in-person and telephone interviews, SMS/web/IVR surveys and even complaints, reviews and social media. Feedback is analysed in real time with critical trends and topics automatically distributed to the right people to take the right follow-up actions.

By integrating this real time feedback with financial, operational and geographical data unique to your company, a true single customer view emerges. The result is loyal customers who spend more and promote your brand.

Opticom and Syngro would like to invite you to learn more about today’s business benchmark ”customer experience” and how we can help you drive value from insight.

Read the full news letter here.

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Opticom are pleased to announce our partnership with SynGro, a world leader in customer experience management technology. SynGro share our commitment to turning customer feedback into valuable insight to drive strategic action and tangible value.

Today’s business benchmark “Customer Experience”
Gartner defines customer experience management (CEM) as “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.”

Our customer experience software gathers feedback from any source including in-person and telephone interviews, SMS/web/IVR surveys and even complaints, reviews and social media. Feedback is analysed in real time with critical trends and topics automatically distributed to the right people to take the right follow-up actions.

By integrating this real time feedback with financial, operational and geographical data unique to your company, a true single customer view emerges. The result is loyal customers who spend more and promote your brand.

Opticom and Syngro would like to invite you to learn more about today’s business benchmark ”customer experience” and how we can help you drive value from insight. To book one of our exclusive 1-to-1 customer experience discovery sessions in November, call Tejpal Chugh, Customer experience specialist on +46 708 39 90 07 or email him at tejpal [at] opticom [dot] se.

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munksjo

Munksjö has the aim to be a global leader in high-quality specialty papers, providing customers with a unique product offering for a large number of industrial applications and consumer-driven products. In developing its strategy and business planning, customers’ experiences and input are extremely important in order to ensure decisions are taken that really are of value to Munksjö’s customers and which will result in a more favourable competitive position for the company.

Jan Åström, President and CEO, Munksjö Oyj

“Customer focus is key to succeed in the process of reshaping ourselves following the merger with Ahlstrom’s Label and Processing business,” says Jan Åström, President and CEO of Munksjö Oyj. “At the end of the day, our customers are those who pay our salaries. Their evolving needs and challenges, as well as our competition, mean that we must continue to improve if we want to stay ahead.”

To involve customers in this open dialogue about Munksjö’s current performance and future position, Opticom was engaged to develop a plan and design a model for gathering and analysing customer input and measuring customer satisfaction. A global, company-wide survey was conducted covering all business areas: Decor, Release Liners, Industrial Applications as well as Graphics and Packaging. Customers provided positive feedback and highlighted clear strengths, as well as suggestions on where improvements could be made and how they would like Munksjö to develop.

To further increase internal motivation and commitment, Opticom and Munksjö organized a series of workshops with representatives for the different business areas covering a wide range of functions across the organization in order to make the most of the input customers provided. In total, more than 80 managers from across the globe were involved in reviewing customer feedback and creating ideas on what can be done to ensure customers will be even more satisfied with Munksjö in the future.

“I am impressed with the high level of engagement we have seen from all participants and the impressive list of actions that have come out of all workshops ranging from quick-wins to important long-term strategic initiatives,” Jan Åström concludes. “Our employees have helped us in taking customer suggestions and translating them into specific actions that we can use to make sure customers will continue to see us as a preferred supplier. Opticom’s method has given us insight into which actions would be of greatest value to our customers and which our organization would like to prioritise.”

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Collaboration is the key to a more holistic view and good health economics and the pharmaceutical industry should be a key player in this. At the same time, it may be high time for the pharmaceutical industry to revise not only its own strategies, but also its self image: To dare to stand for and communicate what the industry actually does and can do in the future. These are some of the results of this year’s industry study conducted by Opticom International Research in collaboration with the Pharma Industry and LIF.

Opticom International Research has since 2010 every year conducted a study in the Swedish pharmaceutical industry in collaboration with Pharma Industry, where people working in the pharmaceutical industry will offer their opinions and predictions for the industry. Since 2012, LIF (the trade association for the research-based pharmaceutical industry in Sweden) has also participated in conducting the study. The aim of the study is to identify the industry’s perception of itself and the perception of its role within the Swedish health care system in order to identify both opportunities and threats for the future.

Click here to read the full article about this survey on the pharmaceutical industry (in Swedish).

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