Elevating the customer experience

Siemens Building Technologies Division is a market leader for safe and secure, energy-efficient and environment-friendly buildings and infrastructures. As a technology partner, service provider, system integrator and product vendor, the organization is committed to continually improving the quality, support and services its customers require.

To achieve this, Siemens Building Technologies runs a comprehensive, global Voice of the Customer program that collects and analyzes a wide range of transactional and relationship feedback to improve the customer experience. Results are shared across the organization, including with business line leaders, strategy and marketing, and field operations. Each department uses the feedback to understand what works well, identify where gaps in the customer experience may exist, and plan for future training.

A key outcome in the past year has been the creation of Customer Elevate, a dedicated program that provides customers with a clear, formal avenue for quick and complete problem resolution. This has reduced the percentage of detractors, avoided cancellations and lost revenue, and improved the conversion of solutions customers into service customers.

“While our program is firmly embedded, we continue to gain momentum throughout the organization. We are proud the sub-programs within VoC developed many years ago are still active and successful as a result of our focus on fresh data and reporting, and new programs are being added every year.”

- Linette Myland, Manager, Customer Excellence

Driving Action:

• 3.8% increase in NPS in the past year
• Introduction of customer communications from senior leadership, increasing transparency and creating stronger customer relationships
• Doubled the number of employees taking part in face-to-face Experience Design Workshops, which focus on the difference between customer service and customer loyalty, and each person’s role in delivering an exceptional customer experience