Putting the customer at the center of business development and innovation is one of the success strategies for innovative B2B companies and startups. It pays off a great deal of new ideas, insights, qualitative data and market-based trends for business development professionals, product developers and support. It also contributes to solutions that improve the customer experience and address everyday business problems. A customer-centric approach to innovation development is key to customer satisfaction, retention and loyalty.
The year 2022 marks the beginning of a major focus on customer-centric innovation and customer satisfaction at GoRamp. For the first time, customers are invited to actively influence business decisions, product development and innovation of GoRamp's Warehouse management system.
Today, the logistics sector is expanding and changing even faster than digital innovation to automate this business. Reservations data from our system alone shows that bookings at warehouse docks have more than tripled. That's absolutely insane. Our system saves carriers waiting time and customers' uptime, but we want to go even further. When the market enters a new phase of development, so do we.
Trends are not enough for product development so customers have to become business developers, says Jevgenij Polonis, GoRamp founder and CEO.
NPS: 85% of All Customer Feedback was Positive
This year, GoRamp conducted its first NPS survey, which revealed customer satisfaction with the product and also provided important insights into market changes and developments. According to NPS results, client engagement, and response rate were well above the market average. 85% of all customer feedback was extremely positive regarding both Time Slot management and Dock scheduling products.
Customers emphasized that GoRamp is particularly useful for real-time tracking of warehouse traffic, keeping up the transport organization, optimising communication between partners, and saving costs.
GoRamp solves today's biggest warehouse management challenges while providing control over freight workflow and the delivery process. According to customers, it has eliminated chaotic schedules for loading and unloading at the docks, queues and congestion in the yard, and lots of employee overtime.
Customers have paid a lot of attention to the intuition of the system. According to customers, the system can be used immediately after purchase, and third-party onboarding takes between a few hours and two days, which is one of the shortest timelines in the product line. GoRamp proactively participates in the onboarding process, provides free training and offers unlimited support to employees. Once purchased, the system is fully operational and no additional equipment or resources are required.
As part of its customer-centric innovation strategy, GoRamp is also strengthening its support system. Currently, online customer service has achieved the best results so far, with 95% of customers unable to imagine their daily life without our product and 99% of customers would never go back to a manual work model they used to practice.
Customers Help to Improve the Product
Our customers rate GoRamp support team 4.9 out of 5. In 2021, the support response rate was 98.5% and the response time was 20 minutes. Last year, the churn rate was less than 1% and system outages were no longer than 0.2 minutes.
This year, the system will operate even faster and the changes in working speed are already visible. Improvements in response time and scalability will result in faster navigation, processing of information, accelerated work at warehouses, ramps, easy reservation management.
Greater customer involvement in the innovation development process is already showing positive results. Customer input has been incorporated into a roadmap of product improvements for 2022. The focus in improving usability and scalability is to increase speed and response time by at least twice. Also, after analysing user feedback, we are in the process of improving the usability of the drag and drop feature and navigation.
GoRamp is also preparing for a customer-focused year to strengthen customer care programs in the areas of communications, support management, and product management. GoRamp will introduce interactive guides for new and existing users, such as a resource center for useful information, guidance, help on issues - in other words, everything for business development will be available on a self-service basis.
GoRamp pays tribute to all its customers around the world for their exceptional contribution for NPS and other customer-focused initiatives. GoRamp thanks them for their trust, which is best demonstrated by a 50% increase in the number of customers opting for long-term or open-ended contracts instead of monthly contracts.
Would you like to know more about GoRamp's Transportation and Warehouse management system? Read our blog "Quality Assurance Standards for GoRamp Transportation and Warehouse Management Platform".
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