How Qonto Saved 80+ Hours of Manual Work by Leveraging the Value of Customer Intelligence
Hours of Manual Work Saved
Customer insights that reach all corners of the business
Utilized a model that’s completely adapted for their business needs
About Qonto
Qonto is a French online payment institution for freelancers and SMEs. The financial technology company was founded in 2016 and the initial product was launched in July 2017 in France. The service has been expanded to Spain, Germany and Italy since 2019.
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Challenge
For a business scaling up fast, data becomes harder to manage. At Qonto in 2021, categorizing all verbatim customer responses required more than 80 hours a week as staff were burdened with manually copying and pasting this feedback into reports on Google Slides in order to share them with colleagues. Qonto needed a flexible solution that freed up their employees time to work on more important, retention driving work.
How Qonto Saved 80+ hours of manual work by leveraging the value of customer intelligence
“In the next few years, all ‘customer-obsessed’ companies will be equipped with a Voice of the Customer program, and they’ll need a tool that allows them to scale the understanding of their users. The sooner companies do this, the easier it will be to drive growth and guide a customer centric development strategy.” Mathieu Le Roux Voice of the Customer Expert, Qonto
For a business scaling up fast, data becomes harder to manage. “We evaluated different platforms, but once we’d spoken to Chattermill and seen the solution in action, there was only one winner.” says Mathieu.
“Before Chattermill, We had not taken full advantage of customer intelligence that is valuable for supporting Qonto's strategy, enhancing product improvements, and focusing our efforts on future growth.”
Watch below to hear Robert Held, Voice of the Customer Expert at Qonto accept the award for best CX Award for Finance at last year's Chattermill CX Awards, and talk about how Chattermill has made CX accessible to their entire company.
Customer insights that reach all corners of the business
At Qonto, it didn’t take long for members across the product team and right up to the C-suite to see the value of Chattermill’s Customer Feedback Analytics platform. Staff began saving time in their day-to-day work almost immediately, and it was easy to proactively share customer intelligence with all employees throughout the business.
The biggest impact Chattermill has is in reducing the time where customer insight goes untouched – allowing all employees to be closer to the field and optimizing the touch time.
This has come from more of that process being automated – meaning less time is wasted. “Chattermill’s user interface helps us to personalise the platform – it is simple to use, and the model behind it is completely adapted to our business needs.”
Qonto also found the partnership with Chattermill to be a friendly, supportive, and responsive relationship.
“From initial onboarding to when the first initiatives began, the team at Chattermill has been a great partner, helping us implement the platform across the board,” Mathieu adds. “Everyone has access to our customer research,” says Mathieu. “Each team considers the voice of the customer in their decision-making. It is in their DNA to be customer-focused.”
The future for Qonto and Chattermill? More customer obsession
Since partnering with Chattermill, Qonto has been able to launch a weekly customer insights newsletter using Chattermill’s intelligence. They have also set up a process to bring all Qonto detractors into a notion database, so they can close the feedback loop with them as quickly as possible. The size of Chattermill’s data lake has also been fundamental to these improvements.
Qonto has been able to incorporate, at scale, customer insights into a value analysis during the product development phase of their activities.
Qonto has drastically cut the 80+ hours of manual verbatim reports, and has also saved time on data visualizations.
“Without Chattermill, non-automated work would have only grown – having a huge impact on costs and proving a big barrier to Qonto’s business’ focus on customer obsession.” says Mathieu.
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