Praktijkvoorbeeld: Vertrouwen Herstellen in de Luchtvaart

Tijdens een periode van intense operationele druk ervaarde deze Sporting Goods Retailer ongekende feedback van klanten. Waar traditionele analyses enkel een toename in ontevredenheid toonden, onthulde de entity-based API van Sentor de werkelijke oorzaak.

De Uitdaging

Het merk ontving massale feedback via diverse kanalen. Oudere systemen konden echter niet differentiëren tussen oppervlakkige klachten en structurele operationele faalpunten. Het leiderschapsteam had diepgaande diagnostiek nodig, niet zomaar een NPS-score.

Sentor's Diepgaande AI-Analyse

Sentor implementeerde direct de diepe AI-analyse en isoleerde de volgende kritieke bevindingen uit de rauwe data:

1. Management Diagnostiek

Merkgezondheid is kritiek. Customers face systemic failures in product quality, order fulfillment, and dispute resolution, exacerbated by a pervasive lack of accountability, particularly for partner products, leading to significant churn and potential legal risks.

2. Kernoorzaken

Partner Product Accountability & Quality

Fout: [The Company] fails to assume responsibility for defective products sold via its platform by third-party partners, leading to unaddressed quality issues and unresolved customer complaints.

Bewijs: "[The Company] claim they have no responsibility over what the partner products they sell on their platform." (doc_34), "After playing one hour with the racket, the outer layer of the face had chipped off in many spots." (doc_11).

Kernoorzaak: [Policy Gap]

Zakelijke Impact: Churn, reputation, legal risk.

Unresolved Order & Support Issues

Fout: Customers experience prolonged delays, conflicting information, and a complete lack of resolution for incomplete or incorrect orders, returns, and warranty claims. Customer service is consistently unresponsive or unhelpful.

Bewijs: "What followed was over a month of delays, repeated explanations, and conflicting messages" (doc_2), "No resolution, no replacement, no refund—just endless waiting." (doc_2), "I have waited over three weeks and [The Company] has done nothing, provided me with no information and refuses to issue me an invoice because apparently the partner needs to issue the invoice." (doc_13).

Kernoorzaak: [Service Fout], [System Error]

Zakelijke Impact: Churn, revenue loss, reputation.

Defective Products & Warranty Handling

Fout: Directly purchased or assembled products exhibit critical defects (e.g., cracked parts, battery failure) which are then met with refusal of warranty claims or inadequate repair processes, especially when related to partner-fulfilled items.

Bewijs: "It turned out that one of the parts of the mechanism that attaches the pedals was cracked." (doc_4), "Battery failure, clear fire hazard." (doc_14), "The answer was that is it not their responsibility." (doc_35).

Kernoorzaak: [Service Fout], [Policy Gap]

Zakelijke Impact: Legal risk, churn, brand damage.

3. Meest Schadelijke Klantfeedback

Citaat: "Battery failure, clear fire hazard. Despite multiple calls and messages, [The Company] made vague promises but offered no deadline, no action, and no solution. Their handling of this has been shockingly unprofessional." (doc_14)

Inzicht: This feedback highlights a critical product safety issue, a complete breakdown in customer service, and an alarming lack of urgency, directly impacting customer trust and inviting regulatory scrutiny.

4. Herstelplan

Direct (24h): Issue immediate, full refunds or replacements for all reported safety hazards (e.g., e-bike battery failure) and for all orders delayed beyond 30 days without resolution.

Procesverbetering (30 days): Implement a clear policy for partner product accountability, ensuring [The Company] owns resolution for all items sold on its platform. Standardize communication protocols for order and warranty disputes across all channels.

Structureel (90 days): Invest in robust inventory and order management systems to ensure real-time stock accuracy and consistent tracking. Overhaul customer service training to empower agents with policy knowledge and resolution authority, especially concerning partner products and complex issues.

De Transformatie en Resultaten

Door gebruik te maken van Sentor's Herstelplan, kon de organisatie direct de processen en policies aanpassen. Binnen 90 dagen werd het sentiment omtrent klantenservice aanzienlijk verbeterd en operationele defecten effectief gereduceerd. Het merk kon datagestuurde beslissingen nemen in plaats van giswerk.