Second To None Expands VoC Portfolio on a
Reliable Cloud Platform
Summary
Second To None, a customer experience research and analytics agency, added telephone surveys to its Voice of the Customer (VoC) product offerings before expanding its services to include voice recording and SMS notifications. The reliability and scalability of KaizenVoiz platform and tools made it easy to migrate their solutions from an on-premise system to a cloud platform. These additions have helped Second To None procure and retain clients while strengthening its position as an industry leader.
Company Story
Second To None offers mystery shopping solutions, customer experience (CX) consulting, compliance audits, customer feedback & employee engagement surveys and other tools that help clients build a strong brand presence and more rewarding customer connections. Second To None is based in Ann Arbor, MI, and employs about 180 employees. For over 30 years, Second To None has been helping its clients deliver human-centered customer experiences for optimal business success with an estimated $38.5M in revenue.
Challenge
Second To None helps Fortune 500 clients to acquire and analyze customer experience data. The company offers a range of services that include web-based and telephone surveys. Second To None uses the KaizenVoiz platform and tools to conduct telephone surveys, send SMS notifications for online surveys and record mystery shopper phone interactions.
One of Second To None’s clients requested the addition of phone surveys to their CX mix. Second To None didn’t offer such technology at the time of this request. So, they began researching providers who could add that offering to their tech stack. They had to find the right vendor and tools to fit their business model and provide a reliable and scalable solution.
Solution
According to Chris Krosnowski, Second To None’s CTO, they narrowed down their choices to KaizenVoiz and one other company. They selected KaizenVoiz based on its competitive pricing and fast development to deployment cycle. Many of Second To None’s clients operate in the retail and healthcare industries, so KaizenVoiz PCI and HIPAA-compliant platform also proved critical in decision-making.
“We deal with Fortune 500 companies with high expectations and the last thing we want to do is sell a solution to a company like that that doesn’t work. The reliability of Kaizens technology really shined for us in that respect. They’ve out-performed their SLAs”
Chris Krosnowski
CTO, Second to none
Results
As a company that caters to Fortune 500 clients, Second To None needed a reliable solution to drive client satisfaction and help procure and retain its client base. KaizenVoiz provided reliability with the original on-premise iOn system and offered even more enhanced flexibility and scalability on the cloud platform.
Krosnowski noted that using KaizenVoiz tools allowed the company to quickly deliver a new, high-quality service to their clients without heavily investing in IT resources. The KaizenVoiz tools helped Second To None create a broader portfolio of services for clients.
In addition, KaizenVoiz cloud platform gave Second To None other competitive advantages to win new business. They now have traffic flowing over a platform that meets PCI and HIPAA compliance standards, making it easier to court new clients with specific security requirements. The platform’s scalability also allows Second To None to expand and contract workflow traffic in a way that their competitors can’t match. All these benefits have helped Second To None grow their business and better serve their clients.