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The business
Name: Kevin Goodings - Service Tick
Location: Norwich
Sector: E-commerce
Turnover: Target of £3m for the end of 2011
Staff: 14
Website:
www.servicetick.com
Location: Norwich
Sector: E-commerce
Turnover: Target of £3m for the end of 2011
Staff: 14
Website:
www.servicetick.com
Kevin Goodings - Service Tick
Knowing what your customers want and why they buy is vaulable information for every business – and it’s the speciality of Norwich firm ServiceTick.
Clients include Anglian Home Improvements, Lloyds Banking Group, RAC, Standard Life, Hiscox Insurance and Surrey Council.
But it has been a new product launched this year that has helped boost sales.
SesscionCam was developed last year to provide a new tool to focus specifically on the optimisation of online experience and business transactions.
It lets companies see exactly what their customers are doing on their websites by recording and analysing site activity, looking at online behaviour and usability issues and sending out alerts when performance drops.
Since its launch at the start of 2010, it is now being used by the likes of Aviva and Carol Nash. The firm has also launched another tool for its IVR surveys. A customer rescue capability sees pre-agreed trigger words spark an email alert to call centres to respond to a customer.
As a result, ServiceTick has matched its sales for the whole of 2009 in the first six months of 2010 and has its sights set on turning over £3m by the end of 2011.
Mr Goodings’ background saw him creating Norwich Union’s first website in 1995 and then leading the development of the insurance giant’s e-commerce operations in the UK until 2000. He has also worked as an executive director of Victoria Real, one of the UK’s leading interactive media production companies and now owned by Endemol. In 2004 he set up and successfully grew Internet Geeks his own web development company.
The firm’s chairman is another former Norwich Union man Patrick Smith. While at Norwich Union, Mr Smith oversaw the set-up and dramatic growth of Norwich Union Healthcare and Norwich Union Direct, making it the largest UK direct insurance operation. He then set up online insurance company its4me before transforming the fortunes of Swinton Insurance.
Knowing what your customers want and why they buy is vaulable information for every business – and it’s the speciality of Norwich firm ServiceTick.
ServiceTick has
matched its sales
for the whole of
2009 in the first 6
months of 2010.
Launched in 2007, the firm was founded by
Kevin Goodings to find a way to provide immediate,
intelligent and instant feedback from customers to
companies following a transactional experience.
ServiceTick specialises in customer feedback
from call centre and online channels as well as
interactive voice response (IVR) surveys, email and
web surveys. It then gleans insight for companies
from the data it has gathered.Clients include Anglian Home Improvements, Lloyds Banking Group, RAC, Standard Life, Hiscox Insurance and Surrey Council.
But it has been a new product launched this year that has helped boost sales.
SesscionCam was developed last year to provide a new tool to focus specifically on the optimisation of online experience and business transactions.
It lets companies see exactly what their customers are doing on their websites by recording and analysing site activity, looking at online behaviour and usability issues and sending out alerts when performance drops.
Since its launch at the start of 2010, it is now being used by the likes of Aviva and Carol Nash. The firm has also launched another tool for its IVR surveys. A customer rescue capability sees pre-agreed trigger words spark an email alert to call centres to respond to a customer.
As a result, ServiceTick has matched its sales for the whole of 2009 in the first six months of 2010 and has its sights set on turning over £3m by the end of 2011.
Mr Goodings’ background saw him creating Norwich Union’s first website in 1995 and then leading the development of the insurance giant’s e-commerce operations in the UK until 2000. He has also worked as an executive director of Victoria Real, one of the UK’s leading interactive media production companies and now owned by Endemol. In 2004 he set up and successfully grew Internet Geeks his own web development company.
The firm’s chairman is another former Norwich Union man Patrick Smith. While at Norwich Union, Mr Smith oversaw the set-up and dramatic growth of Norwich Union Healthcare and Norwich Union Direct, making it the largest UK direct insurance operation. He then set up online insurance company its4me before transforming the fortunes of Swinton Insurance.