THE USER: KATE
Kate is your customer. She is focused on sharing her insights and ideas on your products, your services, what you do well, and how you can improve. The input she provides will drive action within your company that will determine her future business with you. Her insights must be easy to provide and the experience should be simple and intuitive.
Kate uses Walker's Survey System
If you think all survey systems are pretty much the same, think again. Walker’s survey tools are feature-rich to handle any type of question format, complex question patterns, and virtually any language on the planet. In fact, while Kate’s survey will default to her native language, she can change it with a click of a button. The system is designed to ensure that Kate can easily provide insightful, unbiased feedback.
What if Kate is using her mobile phone? No problem. Walker designs its surveys so they are fully optimized to make it easy for Kate to provide her insights on any mobile device.
THE USER: JULIE
Julie is a strategic account manager. She manages a number of complex business accounts and each one of them may involve multiple relationships, all of which are providing feedback to the company. She is focused on the performance of her accounts and her activity is aimed at driving growth within each of those accounts. The insights she receives from her accounts will help her improve relationships, increase retention, enhance cross-selling, and provide a competitive edge for her company.
JULIE USES WALKERLINK OR CRM INTEGRATION
Like most account managers, Julie moves fast and doesn’t want to waste time thumbing through information that may or may not be helpful. She wants to quickly access information and have it presented in a simple format that provides the most relevant information up-front, allowing her to dig deeper if needed.
Julie uses WalkerLink. It is specifically designed to provide account-specific information in an instant and even alert her if one of her accounts requires immediate action. WalkerLink is available to Julie anytime, anywhere. If she is on her way to meet with a customer she can log in via her mobile device to quickly view feedback from an individual or all contacts across the entire account.
Let's say Julie already uses a CRM system and doesn't really want another tool to log into. That makes sense to us. And that is why Walker's tools integrate with Salesforce.com and other systems. That way all the information is seamlessly integrated into the tools that Julie already uses, making it that much easier for her to put it to use.
THE USER: JOHN
John is one of many technical support specialists that respond to customer issues and concerns. To do his job effectively, John needs immediate access to historical data that will help him understand previous issues as well as the customer’s perspective on how each issue was resolved. What’s more, John must receive timely and relevant feedback after each case to understand if he is meeting customer expectations.
JOHN USES WALKER INTEGRATION, DASHBOARDS, AND ALERTS
Walker’s tools seamlessly integrate with John’s system so he not only knows what issues have been previously addressed, but he understands the customer’s past experiences. By providing easy-to-read dashboards that are immediately accessible, John can see how each customer rated their previous interactions. This system helps John and his colleagues do a better job of managing customer expectations and providing the best possible customer service.
After the case is closed John receives immediate feedback on his performance via email alerts. This helps John as well as his manager who can use this information to manage their team and identify systemic performance issues.
THE USER: CLAIRE
Claire is the customer champion. She is the person most responsible for leading the company’s customer strategies. She is focused on managing customer intelligence initiatives including the gathering, analysis, and use of customer insights.
CLAIRE USES WALKER BI
Claire needs access to everything – survey operations data, customer feedback, non-survey data – anything that will be used to make the most use of customer intelligence.
She uses Walker’s Business Intelligence tools (Walker BI) which provide intuitive ad-hoc query, reporting, analysis, and Web-publishing tools that provide Claire immediate access to all customer insights. These tools support large amounts of data for reporting and insights across multiple survey programs. With these tools Claire can trend information over time and compare information from several different programs.
What’s more, Walker BI facilitates the use of external sources of intelligence – financial data, scorecard data, operational metrics, and text analytics.
THE USER: SARAH
Sarah is a data analyst focused on interpreting a wide range of customer intelligence. Her decisions will provide deeper understanding to help the company really understand and act upon the insights they receive from their customers.
SARAH USES WALKER BI AND WALKERSOURCE
Not only does Sarah need access to a wide range of customer intelligence, she also needs to be able to work with the information to conduct her analysis. Like Claire she will frequently use Walker BI. In addition, she will use WalkerSource, an online application that empowers Sarah to access and analyze real-time customer data in one place.
WalkerSource is a self-service tool that eliminates the need for Sarah to rely on separate reports to view customer metrics across survey, respondent, close-the-loop, and disposition data. It’s simple and intuitive interface allows Sarah to easily explore, analyze, extract and share data. She can build her own reports from real-time data, and quickly generate an excel file that contains several key pieces of information including daily status reporting, aggregate results, individual results, follow-up activity, and more.
THE USER: PAUL
Paul is a manager of a functional group, operating team, geographic region, or product group. He is focused on the performance of his specific group and his decisions will determine the resources that are allocated to address problems and pursue opportunities. The insights he receives will provide the customers’ view of the specific function, revealing the necessary actions that should be taken.
PAUL USES CUSTOMIZED DASHBOARDS AND REPORTS
Paul needs information delivered on a regular basis so that he can actively monitor the performance of his people and his group. The information must be customized to his area of responsibility and provide enough detail so that he can really see what’s going on.
Paul receives data-rich reports tailored to align with his key performance indicators. Typically delivered on a regular daily, weekly or monthly schedule, these are commonly provided as a dashboard in a familiar Excel format broken down for easy review and interpretation. From these reports Paul can drill into the information to gain further insights. In this manner Paul can quickly find the information he needs to better manage his people and his group all around the insights of his customers.
THE USER: DON
Don is an executive that is very interested in the thoughts and opinions of his company’s customers. He is focused on the overall performance of the business and his decisions will drive key corporate strategies.
Customer insights will influence his assessment of customer needs, competitive position, and key areas of focus to drive business success.
DON RECEIVES CUSTOMIZED REPORTS
Don doesn’t have time to go through spreadsheets and extensive reports, much less log into an online tool to hunt for customer comments. Walker realizes that executives are interested in what customers said, but are more concerned about what they should do about it.
To meet Don’s needs Walker has designed a collection of reports that deliver the most pressing information in an easy to interpret format that gets right to the point. Customer scorecards, playbooks, and executive presentations are designed for decision-making and can be produced for hard-copy delivery or as push reports. What’s more, Walker has developed a flexible publishing system so reports can be distributed one at a time, or in batches of hundreds with each one customized by division, region, or product.
THE USER: PETE
Pete is one of many employees across the organization that needs to understand that the company is very interested in being focused on the needs and wants of the customer. While he is primarily focused on his own role within the company, his decisions ultimately affect customers and how he performs his job.
PETE USES CUSTOMIZED INTRANETS
Pete is a “casual” consumer of customer intelligence. Like all employees he needs to be aware of the company’s customer-focused initiatives and understand they are an important part of the organization’s culture. To constantly stay in front of Pete and other employees, Walker generates dynamic content for large audiences. This information is commonly distributed on intranets and extranets and often includes articles, instructions, success stories, statistics, tips, status reports, and customer comments. In fact, it can include virtually anything that will help employees understand the company’s priority on developing loyalty amongst its customers.
Walker BI is the heart of your customer information.
This powerful and robust tool allows business users and analysts immediate access to relevant customer information for reporting, analysis, and publishing. With Walker BI, users can quickly retrieve large volumes of data from a variety of external resources to pinpoint critical insights.
Do you need to know why perceptions of a top-selling solution are declining? Or, maybe a product manager is trying to identify the quality issues that are most important to their customers. Or, you must quickly identify the top ten strategic accounts that are most at risk.
Walker BI provides the answers.
You can access the most relevant insights, combine multiple information sources, filter by countless criteria, and conduct sophisticated analysis to drive better decisions. What’s more, Walker BI is customizable – set up the way you want it.
We believe there is simply no better tool available to provide the customer’s perspective on today’s complex business issues.
WalkerLink Mobile is the on-the-go tool for busy account managers. It combines all the features of WalkerLink and delivers it to your mobile device.
With WalkerLink Mobile you are only a few taps away from customer insights. For example, you are traveling and need to be notified when negative feedback is delivered by one your top accounts. Or, you’re in a taxi on your way to a meeting and you need to check on insights the customer shared two weeks ago. Or maybe you need to enter action items for follow up. All these tasks and many more are accomplished with WalkerLink Mobile.
WalkerLink Mobile is optimized for use on virtually any mobile device. It gives account managers immediate access to customer information which allows them to be more responsive to their customers' needs.
Walker Source is an online application that empowers users to access and analyze real-time customer data in one place. This self-service tool eliminates the need to rely on separate reports to view customer metrics across survey, respondent, close-the-loop, and disposition data. Targeted to business analysts, Walker Source is a single source to access all of the customer feedback. It’s simple and intuitive interface allows users to easily explore, analyze, extract and share data. Users can build their own reports from real-time data, and quickly generate an excel file that contains several key pieces of information including daily status reporting, aggregate results, individual results, response rates, and follow-up.
With WalkerSource data analysts can:
Its design, export, sharing, and integration capabilities make this application a well received addition to Walker's suite of tools.
If you think all survey systems are the same, think again.
Walker’s survey tools are feature-rich to handle any type of question format, complex question patterns, and virtually any language on the planet. In fact, while the survey will default to the user’s native language, it can be changed with a click of a button. The system is designed to ensure that survey participants can easily provide insightful, unbiased feedback.
What about surveys on mobile devices? No problem. Walker designs its surveys so they are fully optimized to make it easy for participants to provide their feedback on virtually any mobile device.
However, survey tools are just part of the value we provide.
Walker leverages our vast experience in research and analytics to ensure all feedback programs are designed and executed flawlessly. We work closely with our clients to fully understand the objectives and we design programs to deliver rich insights that are actionable.
Our services are end-to-end. From concept to design, to managing complex sample databases, to programming, testing, and launching – we handle all the details for some of the largest and most complex companies in the world.
Busy account managers often manage all their customer information from their CRM System, so it makes sense that customer insights would be in the same system.
That’s our thought – which is why we are skilled at integrating Walker tools with Salesforce.com and other CRM systems. Account managers can send surveys and reminders, check status, and view customized reports - all directly from their CRM system.
Walker is highly skilled at integrating systems for even the most complex organizations that may consist of thousands of account managers in dozens of locations around the globe. Whatever your needs, we’ll work with you integrate in the way that works best for your company.
Your CRM system is transformed into a powerful source of customer insights, delivering the most relevant information to accelerate the performance of your company’s account managers.
With each client we serve, we look to make things simpler, faster, and more accurate. With this in mind we are highly skilled at integrating our technology system with the systems our clients deploy.
We create a robust central repository for customer information and have a smooth, streamlined process for mapping information between various sources. This ensures information is consistently accurate and up to date.
What’s more, we deliver customer insights where they will they will have the most impact. That’s why we integrate with Salesforce.com and virtually any other CRM system to provide seamless access for customer-facing employees that manage complex customer relationships.
Walker SmartSummary reports pull together all the right information into a concise customized report that is informative, accessible, and actionable.
Formatted for action, we work with our clients to understand the specific needs of each user and then design each SmartSummary to contain just the right information that is relevant for each user. When new customer information is received reports are automatically populated and delivered in an instant. They even provide conditional formatting to highlight the most important information for immediate action.
Walker SmartSummary reports make it easy to get the right information to the right person to drive action and results.
Walker’s online dashboards allow easy access to timely, dynamic information. They provide full drill-down capabilities and tailored reporting so it is easy to understand what is behind all the data.
It’s your choice – Walker can collaborate with you to build the reports or you can do it yourself with our easy to use tools.
Either way, your users receive quick up-to-date reports that provide a quick status check on customer-focused issues.
Walker Playbooks are an innovative approach to delivering critical customer information to strategic account managers and other key customer-facing employees.
Because they are typically focused on key accounts, the content is very specific and generated primarily from feedback and insights from the contacts that most affect our client’s relationship with their customer.
Walker Playbooks are tailored to the needs of each Walker client. Our team collaborates with clients to determine just the right information to distribute to strategic account managers.
Key managers receive an easy-to-read summary that enables account teams to build better relationships with their most important customers.
Customers, employees, and partners provide valuable input through a variety of channels, including emails, participating on councils, responding to surveys, calling into the support center, and many more. As communication methods multiply, companies are challenged with analyzing all these written and spoken communications, and turning them into something that can be used to better understand and serve customers.
WALKER’S TEXT ANALYTICS MAKES SENSE OF IT
Walker’s text analytics services are based on industry-leading natural language processing (NLP) technology. It leverages sentiment and text analytics to turn words into a structure that can be analyzed and used to guide business decisions.
Walker clients combine text analytics with structured feedback to create a holistic view – a complete picture of their customers.
Walker's Follow Up system is designed to promptly address customer issues, problems, and requests potentially salvaging relationships that may be at risk. When a customer provides negative feedback or reports a specific problem, the system flags respondents for immediate action and assigns it to the appropriate relationship manager. All of these flagged activities – or "hot alerts"– are logged and tracked until follow up is complete.
With Walker’s Follow Up system customer feedback also becomes a rich source of sales leads. When a customer makes an inquiry about a service or solution, the “hot alert” is directed to the sales team within 24 hours. This allows the appropriate account manager to follow up immediately to pursue new opportunities and close more deals.
Using Walker’s Follow up system, market-leading companies have logged millions in new revenue and salvaged relationships!
Walker understands that companies today need extraordinary flexibility when it comes to technology solutions. Rather than providing a one-size-fits-all platform, we deliver an integrated collection of powerful applications carefully designed around the needs of each user.
Read on to learn more about Walker’s tools. More importantly, learn about the people that use our tools. Browse our tools by functional description or browse by user. Either way, we believe you can’t find better tools to accelerate your customer strategy.
Walker has carefully designed each of our tools around the most common users of our tools. Pictured below are several key “personas” – all of whom rely on customer information in their role. Click on each user to learn more about their role and the tools Walker has designed to meet their needs.
Click on any of these users to see how they use Walker's Technology Tools
Click on any of the icons to learn more about each technology tool.
Too many companies take a one-size-fits-all approach. They develop a technology platform that is expected to work for all organizations. What's more, they expect their customers to adapt their needs to the tools they have available.
At Walker, we’ve developed a better approach.
We believe each company is unique and their customer issues are diverse. To address these broad needs we follow a simple, yet effective approach:
At Walker, we are successful only if our clients succeed. And our collection of tools is a key ingredient facilitating and accelerating the success of our clients.
Click on the icons to learn more about Walker’s technology tools.