Results
Brightmetrics has enabled Karine Picard and her colleagues to significantly increase employee satisfaction by using engagement data to identify and address sources of frustration. Insights from call data have also allowed the company to route customer and supplier calls more efficiently and consistently, enhancing callers’ overall experience and satisfaction.
Access to comprehensive data and powerful analytics has empowered Acier Picard’s sales and customer service teams to improve performance and strengthen client relationships. According to Picard, when data reveals an employee handling a high volume of calls, managers can use this information to validate the employee’s perception and offer support. Fast-paced teams greatly appreciate this responsive approach, which acknowledges their challenges and provides immediate assistance.
“What we want most is for our employees to be happy, to stay with us for a long time, and to enjoy their work. If you don’t like what you do, life can feel very long.”
Karine Picard, VP of Finances, Acier Picard
Focusing on employee well-being not only boosts morale but also enhances retention. “What we want most is for our employees to be happy, to stay with us for a long time, and to enjoy their work. If you don’t like what you do, life can feel very long,” Picard remarked. To foster a positive work environment, Picard uses data-driven feedback to address team dynamics rather than singling out individuals, promoting productivity without making anyone feel monitored or targeted.
As a result, Acier Picard’s employees view access to detailed data as a valuable resource and support system. They know that if they encounter a problem, have a question, or need clarity, the company provides the necessary insights and resources to help them. This approach boosts productivity and provides reassurance to employees, creating a supportive workplace culture.
Thanks to Brightmetrics, Acier Picard delivers exceptional support and guidance to those managing client and supplier relationships. This has directly contributed to the company’s success and provided a solid foundation for continued growth, as resilient as the steel they provide.
Conclusion
Acier Picard is reaping significant business benefits from the in-depth analysis and actionable reporting of its telephone system data. The company’s employees are more productive and satisfied, salespeople are more engaged with their clients, and caller experiences have improved. With Brightmetrics, any organization that relies on telephone interactions can harness this data to achieve similar advantages and a strong return on investment.
