Perfil-Emp

Arca + Vocé + Qualtrics

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Arca achieved:

  • Increase the participation rate and maintain it at 95% and in 2023 it went from 95% to 98%.
  • The quality of the data obtained allowed the leaders to increase by 32% the initiatives for their action plans in their teams.
  • Life cycle measurement of the entire company centralized and parameterized through Qualtrics.

The challenge

Arca, a well-known company, was looking for a solution that would allow them to efficiently measure the work climate in their various businesses and present the results in an articulate and detailed manner. They had experienced difficulties with their previous supplier, where a lack of contact with consultants meant that many of their requests were not completed satisfactorily.

The solution

In collaboration with Vocé and with the support of the Qualtrics platform, Arca implemented a comprehensive work climate measurement program. Three climate surveys were launched in 2021, 2022 and 2023, also migrating three years of historical results from the previous provider. In addition, multiple measurement pulses were implemented both for leaders and for events or initiatives related to organizational culture.
A successful integration with the human resources information system enabled the implementation of employee lifecycle metrics, including metrics for the onboarding process at 7 and 30 days. This integration facilitated the generation of valuable insights into the employee experience at different stages of their work cycle.

Results obtained

Thanks to these initiatives, Arca has achieved:

  • Participation rates above 95% in all its climate surveys, demonstrating a high degree of employee engagement.
  • A significant increase in the involvement of leaders in the creation of action plans, surpassing the number of plans generated in the previous tool and improving the compliance rate.
  • A better understanding of the needs and expectations of new employees, allowing Arca to implement specific actions to improve their experience from the beginning of their employment.

Lessons learned Arca + Vocé + Qualtrics

 

Importance of measuring the work environment:

Measuring the work environment regularly and efficiently is essential to identify areas for improvement and make strategic decisions for the well-being of employees.

Benefits of a comprehensive EX platform:

  • A comprehensive EX platform such as Qualtrics facilitates survey management, data collection, results analysis and reporting.
  • The integration of the platform with the human resources information system allows a complete view of the employee life cycle and the identification of key intervention points.

Importance of leaders’ participation:

  • The active involvement of leaders in creating action plans from survey results is crucial to the success of any work climate improvement initiative.
  • Leaders should communicate survey results to their teams and encourage open dialogue about areas for improvement.

Role of a strategic partner:

  • A strategic partner like Vocé can help companies select the right platform, implement the work climate measurement program, and provide support in analyzing results and generating reports.
  • Vocé helps companies train their leaders to interpret survey results and create effective action plans.

What aspects of Arca’s work climate measurement strategy do you find most relevant to your own company?

Schedule a free personalized consultation

Client review

Arca Continental is a Mexican company headquartered in Monterrey, Nuevo Leon, dedicated to the production, distribution and sale of non-alcoholic beverages. It is the second largest Coca-Cola bottler in the world and operates in 11 Latin American countries, including Mexico, the United States, Argentina, Ecuador and Peru.

Suramericana + Vocé + Qualtrics

Suramericana + Vocé + Qualtrics

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“The Vocé team has provided us with proactive support, they propose, they have a different vision and put it at the service of companies like SURA, I feel calm and confident to work with Qualtrics through Vocé.”

Sura Achieved

  • Move from measuring transactions to every customer interaction with the brand.
  • Detailed understanding of customer behaviors and segmentation evolution to anticipate and anticipate
  • Monitor what is happening with customers in each channel and segment that turns into reaction speed.

The challenge

Sura’s challenge was to improve the quality of data to analyze and understand the behavior of its customers and thus anticipate to provide a better experience, seeking to standardize the guidelines for customer experience in the different subsidiaries and thus provide autonomy to the subsidiaries to perform their own measurements.

The solution

Sura implemented Qualtrics with Vocé, a strategic partner specialized in the design, creation and expansion of customer-centric experience measurement models. This support allowed:

  • Collect and analyze data from different channels and touch points.
  • Identify valuable insights into customer behavior.
  • Make strategic decisions to improve the customer experience.

Results obtained

Sura + Vocé + Qualtrics achieved

  • Faster measurement speed: Sura can now perform measurements quickly and efficiently.
  • Better understanding of customer behavior: Sura now has a deep understanding of its customers’ needs and expectations.
  • Anticipation of customer needs: Sura can anticipate customer needs and deliver a personalized experience.
  • Increased customer satisfaction: Customer satisfaction has increased significantly due to improvements in customer experience.

“The platform allows us to anticipate, predict what is going to happen and have a better reading of the environment and the customer against the issue of experience measurements. “

Is your company’s data being useful and strategic for management, directorates and different areas?

Schedule a free personalized consultation

Client review

Grupo Sura, a leader in investment management in Latin America, with a solid presence in 11 countries and an essential part of the SURA-Bancolombia Financial Conglomerate. Listed on the Colombian Stock Exchange and registered in the ADR program – Level I in the United States, Grupo Sura has stood out since its founding in 1944 in Medellin, Colombia. Its strategic growth encompasses investments in leading Colombian companies and an innovative restructuring in investment and insurance management. Its recognized reputational strength and commitment to sustainable development have earned it a place in the prestigious Dow Jones Sustainability World Index.

Yamaha

Incolmotos Yamaha + Vocé + Qualtrics

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“Thanks to the implementation of the qualtrics platform hand in hand with Vocé, we have changed that simple approach we had to motorcycle production and marketing to focus on customer experience and satisfaction.”

Yamaha achievement

  • Redesign 100% customer-driven commercial approach.
  • Improve responsiveness by 80% to make changes.
  • Measure overall customer satisfaction in real time.

The Challenge

Yamaha, a leading motorcycle brand, was looking to redesign its commercial approach to focus on customer experience and satisfaction. Its traditional system, based on general metrics, did not provide the information needed to understand individual customer needs and expectations.

The solution

Yamaha in the company of Vocé implemented Qualtrics, the best technology to measure the customer experience (CX). Vocé’s support allowed Yamaha:

  • Centralize customer information: Collect data from various sources on a single platform.
  • Analyze data in depth: Obtain valuable insights into customer behavior and preferences.
  • Personalize the experience: Segment customers and create personalized experiences that are tailored to their needs and expectations.
  • Measure impact in real time: Monitor customer satisfaction in real time and make adjustments to strategies to optimize the experience.

Results obtained

Thanks to the implementation of Qualtrics with Vocé, the following results were achieved:

  • Rediseño del enfoque comercial: Yamaha pasó de un enfoque centrado en la producción y comercialización a uno centrado en la experiencia del cliente.
  • Mejora en la capacidad de respuesta: La empresa logró una mejora del 80% en la rapidez con la que responde a las necesidades y expectativas del cliente.
  • Medición en tiempo real: Yamaha ahora puede medir la satisfacción del cliente en tiempo real, lo que le permite tomar decisiones más informadas y estratégicas.
  • Mayor participación de los colaboradores: Los equipos tienen acceso a la plataforma Qualtrics, lo que genera un mayor conocimiento y compromiso con la experiencia del cliente.

Lessons learned Incolmotos Yamaha + Vocé + Qualtrics

  • Investing in technology to improve the customer experience can generate a significant return in terms of satisfaction, loyalty and profitability.
  • Es fundamental contar con una cultura organizacional orientada al cliente y comprometida con la mejora continua.
  • La colaboración entre diferentes áreas de la empresa es crucial para el éxito de cualquier iniciativa que impacte la experiencia del cliente.

How can your company leverage technology to improve the customer experience?

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Agenciauto + Vocé + Qualtrics

Agenciauto + Vocé + Qualtrics

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The Leader Promoter Score (LPS) is a valuable tool for measuring and identifying leadership gaps in an organization. Not only does it show us the strengths and opportunities for improvement in our leaders, but it also measures the likelihood that employees will recommend their leader’s leadership, as it directly influences the employee experience and the superior customer experience.

Vocé applied the measurement of the LPS model to Grupo agenciauto, identified the 3 characteristic dimensions of the inspiring leaders that correspond to Vision for the future, Execution and Relationships, besides the key metric that is inspiring leader and leadership recommendation of the organization’s leaders, the results were:

LPS
High
0
Captain Inspirational
Favorable
0
Vision
Favorable
0
Execution
Favorable
0
Relationships
Favorable
0

For the main LPS metric, Grupo Agenciauto received a score of 81.8 points out of a range of -100 to 100, where it is a high score where employees recommend the leadership of their leader.

Also for Grupo Agenciauto:

  • Employees indicate that their leader is an inspirational leader with a score of 4.71 out of 5.
  • Employees rate the Future Vision dimension of their leadership with a score of 4.73 out of 5.
  • Employees rate the Execution dimension with a score of 4.70 out of 5.
  • Employees rate the Relationship dimension with a score of 4.69 out of 5.

In 2022, the Auto Agency Group obtained 77.9 points in LPS leadership recommendation and in 2023 it increases 3.9 points compared to the previous year with 81.9 LPS points.

This indicates that Grupo Agenciauto’s employees recommend the leadership of their leaders as they have favorable scores and outstanding abilities to identify opportunities, risks and relevant future trends.

The challenge

Grupo Agenciauto had a very clear objective, to unify its leadership statement to attract and retain talent, as well as to work on the leadership gaps in its management teams.

The solution

With Vocé’s help, strategic sessions were held to define a leadership statement consistent with the group’s culture. Subsequently, a measurement of the leadership experience among employees, peers and leaders was conducted, identifying the main leadership gaps at the area and organizational levels. Based on these results, the human development area developed specific action plans to improve the leadership competencies of each leader.

Results achieved

During the first four years of Vocé’s implementation, more than 50% of the leaders have experienced significant increases in their leadership indicators. This approach has allowed a continuous growth of the leaders and a greater cohesion in Grupo Agenciauto’s leadership statement.
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Lessons learned from the Agenciauto + Vocé + Qualtrics success story:

Importance of leadership in the customer experience:

  • Effective leadership is critical to creating a superior customer experience.
  • Leaders must inspire, motivate and guide their teams to deliver exceptional service to customers.

Benefits of measuring leadership:

  • Measuring leadership with the Leader Promoter Score by Vocé (LPS) model allows identifying the strengths and weaknesses of leaders.
  • This information can be used to develop specific action plans to improve leadership competencies.

Importance of a clear and consistent leadership statement:

  • A clear and consistent leadership statement helps leaders understand their roles and responsibilities.
  • It also helps create an organizational culture where leadership is valued and recognized.

Role of a strategic partner:

  • A strategic partner like Vocé can help companies develop and implement an effective leadership measurement strategy.
  • Vocé can also provide support in staff training, data analysis and reporting.

How can your company improve communication and leadership alignment?

Schedule a free personalized consultation