Case Studies

Background and Client Objectives

A global technology company offering an array of products and services was rolling out and aggressively marketing its new cloud storage service. Along the way, they realized they needed to ensure their telecommunications partners were adequately and accurately informing customers of the new service, as per the terms of their contractual agreement.

Essentially, the client needed to measure product sales knowledge and service standards of their telecommunications partner’s associates across various in-store scenarios and determine whether marketing materials were displayed appropriately in their telecommunications partner’s stores throughout the United States. They came to TrendSource with these two objectives, looking for a flexible and in-depth way to check-in on the telecommunications partners’ hundreds of US locations.

Background and Client Objectives

A product team at a consumer electronics manufacturer was preparing for the launch of a new product at retailers nationwide and needed to both verify and optimize their retail partners’ in-store execution to ensure its success.

Background and Client Objectives  

A national fast-casual restaurant needed to evaluate and validate the success of its customer service and experience initiatives, looking to tangibly link piloted service standards to improved customer experience before rolling out the standards to their 800+ franchised locations.  

Background and Client Objectives

A public transportation provider was looking to implement performance monitoring systems to ensure passengers found their services accessible, and their employees dependable and friendly. They operated fixed-route busses, paratransit vans, and transportation centers, all with passenger-facing employees—they wanted to ensure the information and services these employees provided—whether as drivers, as station attendants, or phone operators/dispatchers— was timely, accurate, and reliable.

Background and Client Objectives

A Medicare Supplement provider needed to ensure it remained compliant with Center for Medicare/Medicaid Services (CMS) regulations during the Annual Election Period (AEP). They were particularly concerned about in-person meetings between prospective customers and their agents, namely 1:1 appointments, informal events, and formal events, all of which connected licensed providers to potential customers.

Background & Client Objectives

A national insurance company selling Medicare Supplements was concerned about remaining compliant with Centers for Medicare and Medicaid Services (CMS) guidelines and regulations year-round. Having already established a robust Annual Election Period (AEP) compliance program, they were looking to expand their compliance mystery shops, particularly in their call centers.

Background and Client Objectives

A national grocer came to TrendSource looking to evaluate the competitive success of a recently developed omnichannel sales platform, in which customers placed orders online and picked them up in store. This being a relatively new service in the industry, the client lacked an understanding of how to appropriately measure its success relative to the competition, as well as a clear idea of who—region by region—the competition actually was. Thus, they came to TrendSource not only looking to evaluate their recently developed program, but also to determine how best to benchmark and evaluate it.

Background and Client Objectives

A top global search engine created a fintech service that used proprietary algorithms to pair would-be borrowers with lenders advertising on their platform.

Background and Client Objectives

An outpatient surgical center approached TrendSource to identify service gaps that were leading to uneven scheduling and a less than desirable patient scheduling experience

PHASE 1

Client Objectives

An electronics manufacturer with a long history as a TrendSource client was facing new challenges regarding customer expectations of their in-store experience within an unassisted retail sales environment. Specifically, the client was interested in a deeper dive to better understand the retail customer.