The September 2024 Torque Decision Maker Survey is starting soon!

For 50 years Pentana Solutions has been at the forefront of driving success through innovation. At the heart of this journey lies a fundamental cornerstone to our success: the voice of our customers. The insights, challenges, and our customer’s needs have consistently guided us in shaping our path forward. Five decades later, we remain commitment to understanding and fulfilling our customer needs. That’s exactly the essence the Torque Decision Maker Survey is designed to capture.

Our last round of March 2024 saw impressive results with an 89% participation rate from our customers, showing their keen interest in sharing valuable insights. 89% of surveyed customers expressed their willingness to recommend us to others, marking a 6% increase compared to the previous year. Additionally, 93% of respondents believe we are innovative, highlighting our consistency to innovation as we maintain our rating from March 2023.

Over the past few months, our focus has been on translating our customers’ feedback and insights into tangible enhancements and improvements. Here’s a look at what we’ve accomplished so far.

1. Customer services – Reduction in response times

Triage Assist is an AI-powered tool utilised by our customer service teams to help reduce response times and ensures consistent communication. By leveraging knowledge articles, previous Incident resolution details and PowerGuides, we have streamlined support processes by 10%. 

2. Product Installation Times

Aiming to improve product installation efficiency, we have recently reviewed and restructured our delivery arm of the business to identify scheduling efficiencies and alignment between our Consultancy and Installation teams. This has resulted in a 8% installation uplift.

3. Business Relationship Manager’s Customer Engagement

We have now increased our face to face visits across the country by 30%. All our customers now receive a BRM visit every 4-6 weeks. Our Accelerate Program also allows us to spend quality time with our customers to highlight the functionality and usage of our software solutions. The communication between Pentana Solutions and our customers is always front of mind and feedback is welcomed so we can continuously improve.

4. Customer Product Education

Our Customer Voice program has been enhanced through the collaboration of our Business Relationship Managers (BRMs), facilitating direct interactions between you our customers and our Product Management Team. This initiative aims to address customer challenges in comprehending our products, ensuring they are kept informed about new launches and updates. Notably, we have also provided visibility into our Technology Roadmap, offering both our team and customers insights into our future direction.

5. DealerSocket

Over the last four months our CRM team has completed multiple structured Health Checks for all our DealerSocket dealers, with the results being provided to the decision makers. These Health Checks provide a rating on the key usage of DealerSocket, focusing in areas to provide a return to the Dealers and enhanced connection with their customers.

As we aim to ensure we survey our entire customer base and all appropriate decision-makers, we have separated the survey into two distinct groups and conducted surveys in March and September.

We are excited to announce that the second cohort of decision-makers for 2024 are scheduled to participate in our Torque Decision Maker Surveys, launching on September 2nd.

We greatly appreciate the feedback from our customers and keenly await new insights we are set to gain from our September Surveys. Stay tuned for when we release the results from our findings in the coming few months!