Our manufacturing customers are doing some incredible work with their customers using Kampyle’s feedback analytics. Kennametal, one of Kampyle’s longstanding customers, is using direct customer feedback to shape its supply chain process and e-commerce capabilities on a daily basis. Kennametal is a large company – 12,000 employees in 60 countries and annual sales of $2 billion. It would be easy for this manufacturer of metal cutting and steel tooling solutions to lose touch with its users.
However, the 70-year-old organization is first in every global market it serves, in large part due to its emphasis on helping its users succeed. The idea that Kennametal wins when its customers win has been at the core of the manufacturer’s business since its founding in 1938.
Feedback analytics builds on that corporate ideal by linking customers directly to businesses so they can clearly communicate their needs, with or without words. Kennametal wanted to translate this strong customer commitment online so it implemented Kampyle almost two years ago to invite as much customer feedback as possible for its website and e-commerce sales.
The feedback has enabled Kennametal to make several significant changes to its website that have directly improved its conversion rates. For example, Kennametal website users indicated through their feedback that they wanted more information about warehouse locations and estimated delivery times before they decided to purchase products. Kennametal listened and implemented a color-coded system for customers to view when shopping so they would know everything about their warehouse locations prior to purchasing. Customers immediately reported greater satisfaction levels and sales increased. Kennametal is also rolling out a project to provide clearer cross marketing between its tools and related accessories. The decision to create this addition to the website was based solely on customer input.