Verint Systems Ltd.
"Getting better based on what we think is great, but it isn’t always enough. Getting better based on what our customers think, well, that's just tapping straight into the source."
Verint is a global leader in Actionable Intelligence solutions and value-added services that help organizations worldwide improve enterprise performance and make the world a safer place.
Having achieved a position of globally recognized leadership, we strive to maintain this position. These efforts become ever more demanding due to today's fast paced global competitive environment.
Maintaining a position of leadership, simply put means you continuously have to get better and better. When you're bent on getting better, finding what you need to get better at, tends to become the focus of your organizational attention.
The best source I know for drawing profound insights as to what needs to be done differently, is asking your customers. But that's easier said than done when your customers are spread all over the world and are numbered in the hundreds.
Overcoming this hurdle is for KPA what breakfast is for ordinary folks – something to get the day started with. KPA's specialists had designed a web application sporting a convenient and easy to use interface and supporting several languages that featured questions regarding the most pressing issues to be scrutinized. Sending fill-in requests and reminders, demonstrating the persistency of a bloodhound (but with a much more endearing demeanor), KPA had consistently succeeded in getting an extremely high rate of participation.
Having succinctly displayed the results to senior management while pinpointing the necessary issues needed to be improved had allowed for swift and effective decision making. This process had also resulted in our ability to show our customers that we really do care about what they think – the things that matter to them were taken into senior management consideration and led to immediate, swift and effective action. Furthermore, this annual survey's results are tightly connected with our business reality. In fact, they're so significant, that they now consist some of the criteria used to determine annual managerial bonuses.
KPA's support did not conclude with that. Thinking out of the box, even when thinking out of the box required sending the box back by UPS and ordering in a new one so new approaches and ideas could be conceived, we know we can rely as much on KPA's experts' professionalism, availability and flexibility, as on the personal relations cultivated and fostered with them over time.
VP Quality Management
Verint Systems Ltd.