LogicDepot Feedback


A global marketing research company specializing in all types of quantitative and qualitative research in the United States and 103 countries around the world.

Needs:

Dependable, robust feedback management systems with integration options and rock sold support.

Solution:

LogicDepot Feedback Service

Results:

Major projects online in record time.

 

Issues and Answers Network, Inc. Case Study

Making a Market Research Firm More Competitive with Robust Feedback Management Systems

How does a mid-sized global market research company develop products and services that give it a competitive edge?

The ability to turn ideas into business tools quickly can give a smaller company a significant advantage over larger firms with a longer time-to-market process. Partnering with the right data-collection application developer can be the decision that gives a company that competitive edge.

Denise Dodson, Senior Vice President of Issues & Answers Network, a Norfolk, Virginia-based market research company with a global client base, was thinking out loud during a meeting with Scott Wellman of LogicDepot and the vendor that Issues & Answers was using for interactive voice response (IVR) technology.

“We were talking about the idea of creating a system that would marry sample management and automated dialing with our web interviewing capabilities – in essence, creating a computer-assisted telephone interview (CATI) system for us,” said Ms. Dodson. “It was one of those ‘how cool would that be?’ discussions.”

The conversation about the idea continued over the ensuing weeks. Then, Issues & Answers was asked by one of their clients, a national insurance provider, to launch a project that called for collecting data from customers, starting via direct mail and then followed up by phone interviews.

An Ambitious Project Presents Challenges

Ms. Dodson worked with LogicDepot, and the IVR vendor, to build the system that had been their “really cool idea”. A critical requirement for the application was that data could be collected by a variety of methods (inbound call, outbound call, from an insurance agent, via fax, via email) into one database.

Customer contact was initiated by a direct mail campaign, with the option of responding via an online survey, or via a CATI phone call. If the customer didn’t respond within a 20-day window, Issues & Answers would initiate the call. Once a customer had responded, they would be removed from the callback list.

“The IVR vendor we started the project with didn’t work out,” said Ms. Dodson. “LogicDepot and I worked quickly to find another vendor who could deliver. Efficiency was critical due to price implications; we couldn’t waste time bringing someone up to speed.” The new IVR vendor worked successfully with Issues & Answers and LogicDepot to create an application for predictive dialing (algorithm-based call center apps that increase agents’ time talking to customers vs. dialing and waiting for pick-up) and preview dialing (data screens that give agents information on the history and last contact with customer, letting them familiarize themselves in order to tailor the context and content of the conversation). The results of both predictive and preview dialing populated the database that LogicDepot created for the project.

“We sold the project before we built it,” said Ms. Dodson. “I had confidence in LogicDepot’s ability to deliver, given my experience with them in previous projects. They have a ‘get it done’ mentality. I can call them with an idea, and they make it happen.”

The project is still running. The initial phase was small, involving 15,000 contacts per month. The second phase scaled it up to 20,000 contacts per day, and Ms. Dodson notes that there have been no interruptions in service. “LogicDepot builds really muscular systems that are also extremely flexible,” she said.

Discovering More Competitive Advantages

Ms. Dodson also spoke about other projects that LogicDepot worked on for Issues & Answers as an example of what LogicDepot can deliver: a product that Issues & Answers calls Care CRM™, and another called ICE™. Certain components of both would be carried out online as an option. Both of these platforms perform both quantitative and qualitative research and data collection, allowing for contextual interaction with customers participating in surveys online, on the phone, or in focus groups. Customer responses can trigger immediate opportunities for further discussion of a particular issue or answer. This allows for immediate insight, creating immediate business intelligence.

“I brought this up with LogicDepot when I started getting requests for this kind of immediacy and flexibility,” said Ms. Dodson. “Fast development and flexibility is what they’re known for, and they delivered it again.”

“LogicDepot gives us what we want at a great price,” she noted. “They help us compete with the big dogs without the big expense.”

“LogicDepot’s data-collection platforms are all muscle, no fat.”

How does a mid-sized global market research company develop products and services that give it a competitive edge?

The ability to turn ideas into business tools quickly can give a smaller company a significant advantage over larger firms with a longer time-to-market process. Partnering with the right data-collection application developer can be the decision that gives a company that competitive edge.


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