Clarabridge Enterprise Selected as Text Analytics Solution for Nissan’s
“Dealer Experience” Program
Nissan to Automate the Collection and Analysis of their Nissan and Infiniti
Dealer Customer Satisfaction Program
Reston, Va. – June 11, 2010 —
Clarabridge, Inc., the leading provider of text analytics software
implemented by many Fortune 1000 companies to improve customer experience
management (CEM), today announced Nissan (OTC: NSANY) has chosen the
Clarabridge Enterprise text analytics solution to enhance its customer
feedback program.
“In the competitive world of automobiles, our dealers are the ambassadors of
our brand, and ultimately the front line in the battle for the hearts and
minds of consumers,” said Alka Baijal, director of consumer insights for
Nissan North America Inc. “We’ve made it our mission to provide our
customers with the best experience possible whenever we interact with them,
whether it’s sales or service. To that end, we were looking for a solution
that allowed us to quickly and easily analyze the large volume of customer
feedback so we could proactively respond to customer issues, and provide
them with the types of experiences that engender loyalty to Nissan and
Infiniti cars and trucks. After careful evaluation of a variety of
solutions, we found Clarabridge Enterprise fit the bill.”
Nissan’s dealer experience program will use Clarabridge Enterprise to
automatically process and analyze over 120,000 sales and service
satisfaction surveys from Nissan and Infiniti dealers throughout North
America. Previously, this process was handled by entering in surveys, then
manually reviewing them to extract customer insights piecemeal monthly. Now,
using Clarabridge Enterprise, processing and analyzing the data is fully
automated, taking only a fraction of the time. Nissan will now have access
to results on a daily, weekly or monthly basis, that provide a clear picture
of the customer experience throughout the lifecycle, from sales to purchase
to service, down to the department level within a dealership.
Clarabridge helps companies better understand their customers by
automatically capturing and analyzing feedback from multiple customer
touch-points, such as call center notes, survey responses, online consumer
forums and social media sites. The Clarabridge platform uniquely integrates
text transformation and analysis engines, including natural language
processing (NLP), auto classification, advanced sentiment scoring, and rich
quantitative analytics and reporting, to organize, quantify, and present
accurate, meaningful, and actionable customer experience insights. Company
executives and business stakeholders can then identify areas for
improvement, whether it be customer service, product quality or even
potentially discovering new product opportunities.
“Nissan’s culture of providing excellent customer interactions at every
touch point makes customer feedback a quintessential part of their
strategy,” said Sid Banerjee, chief executive officer of Clarabridge. “By
utilizing our text analytics capabilities, they will be able to rapidly
respond to customer issues and perception problems at the dealer level so
customers at every point in the sales lifecycle have the best experience
possible.”
About Clarabridge
Clarabridge is the leading provider of text analytics software for customer
experience management. Clarabridge provides Global 1000 enterprises with the
ability to automatically collect, classify, apply sentiment analysis, and
report on text-based verbatims found in voice of the customer feedback
channels. The result is improved marketing, product/service offerings,
operations and customer service. Clarabridge customers include AOL, B/E
Aerospace, Capital One, Choice Hotels, Expedia, Gaylord Hotels, H&R Block,
Intuit, Marriott International, QVC, Inc., Sage North America, United
Airlines, Walmart, Walgreens, and Wendys International. Clarabridge is
privately held with headquarters in Reston, Va. For more information, visit
www.clarabridge.com.
About Nissan
In North America, Nissan’s operations include automotive design,
engineering, consumer and corporate financing, sales and marketing,
distribution and manufacturing. Nissan is dedicated to improving the
environment under the Nissan Green Program 2010, whose key priorities are
reducing CO2 emissions, cutting other emissions and increasing recycling.
More information on Nissan in North America and the complete line of Nissan
and Infiniti vehicles can be found online at www.NissanUSA.com and
www.infinitiUSA.com
