About Eros Group
Eros Group is the largest electronics distributor and retailer in the UAE. They have a prestigious portfolio of globally recognized brands in the UAE. Eros Group has a clientele that spans diverse trade channels, including power retailers, independent retailers, Souq markets, system integrators, architects, and consultants. A few of the renowned names are Samsung, Hitachi, TCL, Midea, Ariston, Lennox, Daikin, Thermobreak, Linksys, and Huawei Ideahub. Eros Group has established as a key player in consumer electronics, telecom, and related multi-products.
Dubai, UAE
B2C
Industry
Appliances, Electrical, and Electronics Manufacturing
Use Case
Customer Experience
“SurveySparrow's user-friendly interface and intuitive drag-and-drop features have revolutionized our approach to survey creation and collect data. This platform has become invaluable in streamlining our customer-related processes and driving better results.”
Leilani Sumague
Business Excellence & Customer Care Manager at Eros Group
Goal
Eros Group’s main objective was to measure their NPS score to understand the customer experience across their retail and e-commerce segments. They also wanted to measure their dealership experiences, recognizing the need for a holistic customer-centric approach.
In their quest for operational efficiency, Eros Group envisioned a centralized system capable of automating their data collection process, unifying data sources for a more streamlined and insightful analysis.
Challenges
Eros Group was collecting customer and dealer feedback via telephonic conversations and in-person interviews. While this approach did yield insights, it came at a significant cost in terms of time and manpower, requiring extensive manual efforts.
The challenges extended beyond data collection; the subsequent task of sorting and analyzing this information was a laborious and resource-intensive endeavor. Faced with these obstacles, Eros Group recognized the imperative to systemize and automate their feedback collection process by centralizing it within a dedicated platform.
Solution
Eros Group researched platforms that can help them efficiently collect the NPS score, analyze the data, and act on it. In this process, they evaluated SurveySparrow’s proficiency and their clientele. Eros Group believed SurveySparrow’s platform was valuable as it met their needs and offered flexibility, promoting efficiency and innovation.
SurveySparrow was able to automate the process with easy-to-create surveys. The surveys offer customers of Eros Group the convenience to easily share their feedback, resulting in higher response rates. Furthermore, it reduces the manual effort previously required to collect and store the data. The platform is mainly being used by the retail team in Eros Group, with the e-commerce and dealership teams rapidly following suit, embracing its capabilities to enhance their respective operations.
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