Customer Insight Solutions Ltd

Insight Management Consultancy providing best practice in insight management and market research for maximisation on return on investment

Customer Insight Solutions Limited is a consultancy committed to promoting and developing best practice in customer insight management. Put simply, this is the process of capturing customer opinions and using this information strategically and tactically to develop and apply innovative ways of targeting different market segments. In 2006, CIS decided to combine two existing websites into a single new site, essentially a simple portfolio site with a sophisticated member forum at its heart.

They said all the right things

When selecting their new website partner, CIS wanted a locally-based firm with a business-like approach. They contacted Evergreen - and haven't looked back! According to Steve Wills, managing director of CIS, 'Evergreen said all the right things, using real-world language rather than tech-speak, showed us a number of relevant reference sites and, above all, responded accurately to our needs.

'Because of the way we work, the site doesn't have to generate large numbers of enquiries. What it must do, however, is provide an efficient forum facility for customer insight professionals. At its heart is a secure log-in facility, behind which, forum members need easy, intuitive access to services including message boards, email, contact details and reference resources.'

Proposals that met our requirements perfectly

From the start, Wills recalls being impressed by Evergreen's can-do approach. 'We clicked immediately; Evergreen listened carefully before making proposals that met our requirements perfectly.' As a further check, CIS spoke with existing Evergreen clients and received glowing endorsements. The elegance of Evergreen's design and architecture, and an ability to consistently exceed CIS's expectations, quickly became apparent. In particular, Wills recalls the solution to a simple email requirement for forum users. Rather than the cumbersome, yet imperfect, mechanism from earlier websites, Evergreen quickly created a simple one-click solution, enabling forum users to send email in their usual email client - and keep a copy of the sent message. It sounds simple, but it was a feature that, though missing before, was important to forum users.

Solutions that delight us every time

The ongoing relationship has continued in the same vein. 'Whenever we need something done, they quickly generate solutions that delight us every time. As an unashamedly small consultancy, our credibility's been enhanced in the eyes of our forum users, many of whom work for multinational companies with sophisticated information systems. Evergreen gave us a solution which allows us to match these experiences.'

According to CIS, what really differentiates Evergreen is their accessibility and ability to deliver exactly what is required, first time. 'They speak our language and always seem to deliver more than we expect. Do our site users notice? It says everything that new forum members rarely come back with queries about using the forum. It just works - letting the users get on with their business.

Concluding, Steve Wills sums up his experience working with Evergreen: 'When we contacted existing clients, we discovered that, without exception, Evergreen provided great results, great value and no surprises. That's been our experience too.'