CLARABRIDGE ENTERPRISE SELECTED AS TEXT ANALYTICS SOLUTION FOR NISSAN’S “DEALER EXPERIENCE” PROGRAM
June 14, 2010 00:00 AM
Clarabridge, Inc., the leading provider of text analytics software implemented by many Fortune 1000 companies to improve customer experience management (CEM), today announced Nissan (OTC: NSANY) has chosen the Clarabridge Enterprise text analytics solution to enhance its customer feedback program.
“In the competitive world of automobiles, our dealers are the ambassadors of our brand, and ultimately the front line in the battle for the hearts and minds of consumers,” said Alka Baijal, director of consumer insights for Nissan North America Inc. “We’ve made it our mission to provide our customers with the best experience possible whenever we interact with them, whether it’s sales or service. To that end, we were looking for a solution that allowed us to quickly and easily analyze the large volume of customer feedback so we could proactively respond to customer issues, and provide them with the types of experiences that engender loyalty to Nissan and Infiniti cars and trucks. After careful evaluation of a variety of solutions, we found Clarabridge Enterprise fit the bill.”
Nissan’s dealer experience program will use Clarabridge Enterprise to automatically process and analyze over 120,000 sales and service satisfaction surveys from Nissan and Infiniti dealers throughout North America. Previously, this process was handled by entering in surveys, then manually reviewing them to extract customer insights piecemeal monthly. Now, using Clarabridge Enterprise, processing and analyzing the data is fully automated, taking only a fraction of the time. Nissan will now have access to results on a daily, weekly or monthly basis, that provide a clear picture of the customer experience throughout the lifecycle, from sales to purchase to service, down to the department level within a dealership.
Clarabridge helps companies better understand their customers by automatically capturing and analyzing feedback from multiple customer touch-points, such as call center notes, survey responses, online consumer forums and social media sites. The Clarabridge platform uniquely integrates text transformation and analysis engines, including natural language processing (NLP), auto classification, advanced sentiment scoring, and rich quantitative analytics and reporting, to organize, quantify, and present accurate, meaningful, and actionable customer experience insights. Company executives and business stakeholders can then identify areas for improvement, whether it be customer service, product quality or even potentially discovering new product opportunities.
“Nissan’s culture of providing excellent customer interactions at every touch point makes customer feedback a quintessential part of their strategy,” said Sid Banerjee, chief executive officer of Clarabridge. “By utilizing our text analytics capabilities, they will be able to rapidly respond to customer issues and perception problems at the dealer level so customers at every point in the sales lifecycle have the best experience possible.”
Clarabridge is the leading provider of text analytics software for customer experience management. Clarabridge provides Global 1000 enterprises with the ability to automatically collect, classify, apply sentiment analysis, and report on text-based verbatims found in voice of the customer feedback channels. The result is improved marketing, product/service offerings, operations and customer service. Clarabridge customers include AOL, B/E Aerospace, Capital One, Choice Hotels, Expedia, Gaylord Hotels, H&R Block, Intuit, Marriott International, QVC, Inc., Sage North America, United Airlines, Walmart, Walgreens, and Wendys International. Clarabridge is privately held with headquarters in Reston, Va. For more information, visit www.clarabridge.com.
In North America, Nissan’s operations include automotive design, engineering, consumer and corporate financing, sales and marketing, distribution and manufacturing. Nissan is dedicated to improving the environment under the Nissan Green Program 2010, whose key priorities are reducing CO2 emissions, cutting other emissions and increasing recycling. More information on Nissan in North America and the complete line of Nissan and Infiniti vehicles can be found online at www.NissanUSA.com and www.infinitiUSA.com.
Phone: (571) 299-1848
David P. Reuter
Nissan North America, Inc
Office: +1.615.725.5946 | Mobile: +1.615.584.9046