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2010 Vision Award for Business Impact

Category: Advanced Analytics
Whirlpool Corporation submitted by Attensity

Business Driver: Whirlpool wanted to gain a better understanding of customer wants and needs to yield greater insights for new and existing products, innovative ideas and early detection of potential problems.

Benefits: With Attensity, Whirlpool has the ability to run deep customer feedback analysis across divisions and groups, which allows users to focus on analysis not just processing customer feedback remarks - a job that previously was done manually. Whirlpool extrapolated an approximate 80 percent costs savings on recalls due to early detection.

Business Impact: By leveraging large amounts of data, Whirlpool can identify, monitor and resolve customer and product issues. With this early warning capability, the company can make changes to products when the issues are first identified, saving millions in costs related to potential customer service and product recall issues.

Judge's Comment: "Some of the outstanding benefits of the use of Attensity Analyze for VoC include improved customer service, reduced legal exposure, brand risk management and R&D feedback, which is an impressive list." Michael Brooks, Dearborn Advisors