Satmetrix Press Release
November 8, 2005
COLT Deploys Satmetrix to Spearhead Customer Experience Program
FOSTER CITY, Calif., — November 8, 2005 — Satmetrix Systems, Inc., the leading provider of enterprise customer experience management (CEM) software, announced today that COLT, the European provider of business communications , is live with the company’s CEM solution. The Satmetrix-hosted solution helps COLT measure customer loyalty and put in place programs to further enhance customers’ experience of working with COLT.
COLT is a leading provider of data, voice and managed services to more than 50,000 business customers in Europe. They operate advanced metropolitan area networks in all the major business centers in Europe, linked by its owned and operated fiber network.
“By working with Satmetrix, we have been able to determine how a large portion of our European customer base feels about working with COLT,” said Paul Richman, Managing Director, Customer Service, Networks & Operations, COLT. “We have put in place four key programmes, based on the feedback from our Satmetrix solution, to enhance our customers’ experience. Results are already showing and we look forward to continuing this cycle of enhancement with Satmetrix.”
“COLT is a great example of how Satmetrix can help a company -- in a market that is moving toward commoditization -- impact growth by closely monitoring the customer experience,” said Richard Owen, CEO of Satmetrix Systems. “ We have been very impressed by COLT's rapid response to their customers’ feedback we have seldom seen such a commitment to take action, both at an individual customer level as well as addressing any key themes within and across the functional areas of their business.”
COLT is seeing measurable success. Customers using more than one supplier were asked to compare COLT against the other supplier customers were on average over 25% more loyal to COLT than they were to their other suppliers, and overall, were 20% more satisfied with COLT.
Satmetrix Software is a real-time, hosted web-based system that delivers data at all levels of the organization from the executive-level to the business front line for insight and analysis of key customer motivators. The solution provides the right people at COLT tools, triggers, and timely reports to help create actionable plans to solve problems, improve performance, and increase loyalty.
About COLT
COLT is a leading European provider of business communications. COLT specializes in providing data, voice and managed services to midsize and major businesses and wholesale customers. It has more than 50,000 customers across all industry sectors. COLT owns and operates a 13-country, 20,000km network that includes metropolitan area networks in 32 major European cities with direct fiber connections into 10,000 buildings and 12 COLT data centers.
COLT Telecom Group plc, COLT’s parent company, is listed on the London Stock Exchange (CTM.L) and NASDAQ (COLT). Information about COLT and its services can be found at www.colt.net
About Satmetrix
Satmetrix Systems, Inc., headquartered in Foster City, Calif., is the leading global enterprise customer experience management (CEM) software company. Satmetrix Systems provides the most complete solution to allow organizations to manage and improve the customer experience across all touch points for profitable growth. The company helps customers turn insight into action through transformation of business processes. Satmetrix Systems also provides industry thought leadership; it developed the Net Promoter Ò metric with Fred Reichheld, Bain Fellow and director emeritus. For more information about Satmetrix Systems, call 650-227-8300 or visit www.satmetrix.com.