BAE

Industry: Aerospace/Defense

COMPANY BACKGROUND
BAE Systems, Inc., headquartered in Rockville, Maryland, is the US subsidiary of BAE Systems plc., the third largest defense company in the world.  BAE Systems provides support and service solutions for current and future defense, intelligence, and civilian systems as well as design, develop and manufacture a wide range of electronic systems for both military and commercial applications.  The company also operates a group that develops and provides service support of armored combat vehicles, artillery systems and intelligent munitions.  It employs 45,000 employees and has $10 billion in annual sales. 

CHALLENGE
An important aspect of ensuring that BAE Systems maintains its industry leadership and continues to expand its business with customers is to provide a very high level of support for its customers.  Several years ago, the company invested in a new help desk system to support its extensive customer service operations, however it did not have any way to track the effectiveness or quality of support given by the technicians.  And, without measurable standards and benchmarks, company leaders knew that it would be a challenge to instill accountability in support agents or to develop future improvements for more efficient operations. 

SOLUTION
After researching several survey tools, BAE Systems selected Vovici’s EFM Community for its flexible and user-friendly survey solutions.  “The product was different than anything else we had seen.  We were impressed with how fast we could create simple and easy-to-use surveys and start gathering feedback from our customers immediately,” said Dawn Allison, BAE Systems.  Additionally, the survey data is quickly analyzed using Vovici’s feature-rich reporting and analysis tools.  

Another key advantage of the Vovici solution is the easy integration with other internal business applications–—without need for IT consultants or expertise.  The open API offered with EFM Community enables BAE Systems to integrate survey data with its help desk application and business intelligence software and link the surveys to its other business work flows. 

While EFM Community is extremely user-friendly, BAE Systems was able to further maximize the richness of the reporting tools and customize the solution according to their needs by working with Vovici’s customer support team.  Today, the business process for sending out customer surveys, collecting data, and triggering follow-up actions are automated and customized to BAE System’s specific requirements. 

RESULTS
With the Vovici EFM Community solution, BAE Systems is able to see a clear picture of the level of service its customers receive, track the performance of its technicians, and make improvements in its customer service operations using valuable customer feedback.  Moreover, the company is able to take the data from the surveys and seamlessly integrate it with its business intelligence tools—enabling BAE Systems to create reports that are consistent with its other business reports utilized by its executives.  

“By implementing Vovici’s EFM Community solution, we were able to get the satisfaction ratings we were looking for from our customer service operations,” said Ms. Allison.