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AllDorm Inc. Utilizes SurveySolutions to Get Customer Feedback

AllDorm Inc. (http://www.alldorm.com) specializes in providing products and services to college students nationwide. The Santa Clara, California based company began in January 2000 in the dorm rooms of Santa Clara University when four entrepreneurial students realized there was no centralized business that met their needs as consumers. Since then, Ryan Garman, co-founder of AllDorm Inc., along with his management team, has developed the company into the ultimate college everything superstore.

However, with expansion and rapid growth of the company, their mission of treating each and every customer as if they were the only one became more and more difficult. They soon lost touch with what was most important, a one-on-one communication with every customer on an individual basis and they saw themselves becoming a company like the rest: an impersonal collection of web page code that acquired orders from their customers. "We had lost touch," said Ryan.

Enter SurveySolutions from Perseus. "With a little creativity on our part and Perseus' software, we were able to setup a system where every customer was sent a post-order survey asking them about their experience and giving them the opportunity to speak their minds," said Ryan. "SurveySolutions does what teams of marketers sometimes can't do: proactively reach out to our customers for their opinions. We have set up flags as well. For example, if a customer is unhappy, we phone call them in person. This closed-loop feedback and customer service takes the impersonal collection of web page code and turns it into a customer-centric shopping environment."

Now, AllDorm Inc. can collect highly important customer data, in turn making more intelligent decisions, resulting in lower customer acquisition costs, increased retention rates, and most of all, happy customers.

 

 

 

 

 

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