Utopia Image: A Case Study in Customer Relationship

A Canadian Telecommunications company wanted to implement a process that would provide a better understanding and control of the customer relationship elements that needed improvement. This company did not have any tools or processes in place to measure in real time the various reasons why clients were not satisfied following a technician's visit. The goal was to offer continuous training to its technical teams. The company gave Utopia Image the mandate to continuously evaluate the quality and efficiency of the installations and repairs executed by its technical teams (employees and subcontractors). Utopia Image undertook a complete analysis and discovered several flaws involving the customer experience. By systematizing the relationship with the company's clientele, Utopia Image implemented a highly efficient procedure based on proactivity.