Pisano – Customer Experience Management Platform

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The Challange

Turkey’s only corporate fitness chain Mars Sportif was managing customer experience through traditional methods. They were collecting feedback messages through paper forms. It was difficult to transfer them to the right team for analysis. Finding solutions were a result of a long and fragmented process and this led to consequences such as churned customers.

The Solution

Mars Sportif started to work with Pisano to eliminate points of friction in the customer journey and offer seamless customer experience. In less than a year, the company turned the tables and got successful results.

Aim:

  • Collect real-time feedback from MAC and MACfit club members.
  • Take Instant action to solve members’ problems
  • Increase member’s satisfaction to meet the retention targets.

Actions:

  • Find the optimum location where members use/pass by the most and are the most convenient to leave feedback messages in the MAC and MACFit clubs.
  • Place Pisano Kiosk in the designated areas
  • Define automated jobs and escalations, and customize for different scenarios. 

Impact Overview

Client statement:  According to Mars Sportif Marketing Manager Ozkan Ozyavuz, they couldn’t communicate with their members in real time and it was taking a long time to resolve problems. He said “we are highly satisfied with Pisano’s contribution to our problems- solving process.” And added that they happily use Pisano solutions in all MAC and MACFit clubs.

Real-time problem solving: Able to take real-time actions when received complaints. Its practical use enables easily communicate with members and members can easily give feedback through Pisano kiosks. The central management feature enables communication with the members and club managers without a mediator.

Respond to customers 2X times faster: Able to respond to members faster resulting into happier customers and with Pisano’s CX Solutions, and able to centrally manage the members experience with unprecedented speed.

 

 

  • 3X Feedback Volume

  • 2X Faster Response Time

  • Achieved 2018 retention goal mid-year   

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