Finnies, based in Beverley, East Riding of Yorkshire, United Kingdom, needed a solution that would effectively measure both customer and employee sentiment so they could monitor whether they were living their core value:
“Approachable accountants who care.”
They also wanted clear visibility into individual employee performance. The system had to be easy to manage, quick and simple for clients and employees to interact with, and still deliver rich, dynamic insights.
Without a single, real-time view of customer and employee signals, issues around dissatisfaction, training and wellbeing risked remaining hidden and continuing to leak profit.
Neil Tomlin – Chief Operating Officer, Finnies Chartered Certified Accountants, and Catherine Ventress – Office Administrator, oversaw the project.
Neil and Catherine focused on finding a cloud-based provider with a cost-effective platform capable of measuring both marketing (customer) and human-capital (employee) functions effectively.
Rison Software’s VirtlX platform was selected.
Richard Chalk, Rison Software Managing Director, comments:
“VirtlX perfectly complements Neil and Catherine’s requirements using two of its core elements: VirtlX: Perceive and Reflect.
Perceive monitors customer experience (CX). Reflect delivers an Employee Satisfaction Index for assessing employee sentiment (EX) plus 360° Reviews that capture performance as seen by the individual, their manager and peers.
Our onboard bulk-email system also enables rapid distribution of surveys and rated entities to large recipient groups.”
Using VirtlX, results immediately highlight areas of the business that need attention and allow month-on-month monitoring of progress by department—surfacing issues before they grow into larger profit leaks.
Finnies can now continuously monitor the dynamics affecting both customers and employees and act quickly to resolve issues. This complete picture lets them address dissatisfaction, training shortfalls and wellbeing gaps before they escalate and continue to leak profit.
Neil Tomlin
Chief Operating Officer“
VirtlX gives us a complete picture of the company so we can immediately spot customer and employee issues that were leaking profit through dissatisfaction, poor training, and wellbeing gaps—and fix them before they grow.”
