Customer Service Technology Leads to Over 90% Achievement Rate in Customer Satisfaction for Fitness Equipment Manufacturer & Distributor
The Client
Vision Fitness
Measurable Result
Technology focusing on customer service has lead to an over 90% goal achievement rate in customer satisfaction.
The Story
Maintaining a high level of customer service in a highly competitive market was goal Vision Fitness was determined to meet. Getting there was made possible with the assistance of SVA Consulting.
Vision Fitness, a Wisconsin-based company, designs and distributes award-winning fitness products, including treadmills, elliptical trainers, fitness bikes and strength equipment for the home and commercial markets. They began in 1993 as a division of Trek® Bicycle Company. Three short years after they spun off from Trek, they were one of the top fitness equipment companies in the world. This success was due mainly in part to great customer service.
With an expanded team they needed software that could grow with their team and their business needs.
SVA Consulting recommended Microsoft CRM to help with the sales and customer portionof the business. CRM was selected to take the place of the aging Access Database used to manage the Customer Service department.
The CRM solution allowed Vision Fitness to track details they were not able to gain insight into previously. Deeper insight has made it possible to identify who owns which products and whether or not they have had service issues. Generating reports to help gain business insight pertaining to service/quality has helped Vision Fitness make cost-effective business decisions to better meet customers’ needs.
Additional analysis into their business details led to changes in processes helping to identify and correct hundreds of potential problems. Early identifications of service issues saves the company thousands of dollars every year and has given Vision Fitness the reputation as a value-priced, high-end fitness equipment manufacturer.
In almost 10 years of business, we have grown from 10 to 100 employees, and our annual sales have grown by more than 25 times while maintaining our profitability levels. Vision Fitness offers significant quarterly bonuses to all of our employees based on quarterly goals and profitability. Quarterly goals are heavily weighted towards customer satisfaction, and management expectation is at a higher than 90% goal achievement rate.
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