atrify GMBH The Transformers of Customer Centricity

While customers are a valuable asset, satisfied customers are a prerequisite for long-term success. That is why this has always been a central theme at atrify. In recent years, however surveys and Net Promoter Score (NPS) results have clearly shown that there was more to be done. Therefore, our team rolled up their sleeves and over the past three years, turned their entire customer strategy upside down. They were so successful that today there is only one focus: a satisfied customer.

It quickly became clear to atrify that customer orientation was the central element on which everything had to be based. In order to learn how to make life as easy as possible for customers regarding product content, GDSN & Co, the Cologne team got in touch with customers at all touchpoints. Every marketing email, for example, received an additional link to a customer satisfaction survey. Support chats and dialogues or even personal conversations were always followed up with a feedback tool. In this way, atrify made every touchpoint measurable, and the collection of qualitative feedback became enormous. Individual touchpoints along a customer journey were then visualized in a dashboard and made accessible to every employee in the company.

atrify created fictitious customer personas, identified target groups and their personal needs, and analyzed customer journeys. This gave the Cologne-based company a clear picture of the various client groups with all their individual product and service requirements. Based on the data gathered, specialist departments developed new, multi-faceted solutions, offering tools and apps that efficiently supported atrify customers in data collection and exchange. On top of that, the team launched a large-scale mailing campaign with a special feature: Each email featured a newly developed solution along with an atrify expert who would be the customer's personal contact for any important request in the future. In this way, atrify showed that they put their words into practice and are working hard on optimizing their client services. This also includes interaction between trade partners, for which atrify set up new communication channels and a feedback management system between retailers and suppliers.

From 2018 to 2021, the NPS increased by more than 50 points as a result of atrify's new focus.

What customer-oriented management can mean for an entire industry is demonstrated by atrify's healthcare platform. It was built from A to Z based on the needs of the manufacturers. Find out how exactly here and what advantages the platform brings .

Customers are a valuable asset. However, satisfied customers are the prerequisite for long-term success. Of course, this has been a central topic at atrify in recent years. Surveys and the results of the Net Promoter Score clearly showed that there was more to be done here. That is why the team has turned its entire strategic direction upside down over the past three years. With success, so that today there is only one focus: the satisfied customer.

It quickly became clear to atrify that customer orientation is the central element on which everything has to be based. In order to know how to make life with product content, GDSN & Co. as easy as possible for customers, the Cologne team got in touch with customers at all touchpoints. For example, every sales mailing received an additional link to the satisfaction survey. A feedback tool was also always added to support responses, chat dialogues or personal conversations. In this way, every touchpoint became measurable for atrify and the collection of qualitative feedback was enormous. Individual touchpoints were then visualized in a dashboard along the journey and made accessible to every employee in the company.

atrify created fictitious customer personas, identified target groups and their personal needs and analyzed customer journeys. This gave the Cologne-based company a clear picture of the customer groups with all their individual product and service requirements. On this basis, the departments then developed new ones