In-House Research

About In-House Research

 

Dapresy Pro has ‘completely transformed’ how In-house Research operates, according Malcolm Pitcher, the company’s Managing Director and “Chief Elephant Trainer” (the reason for the title will be clearer in a moment). In-house is a small UK-based research and training consultancy specializing in customer experience improvement, through providing customer satisfaction research and customer service training and development programs to businesses both large and small. Malcolm is a passionate advocate for skills development, alongside improved measurement and feedback, as the means to excellence in customer service. Crucially, the arrival of Dapresy Pro has allowed Malcolm to develop a new customer service training programme with the evocative name ‘How to Control Your Elephant’, and his role Chief Elephant Trainer, in delivering it.

 

Malcom Explains:

 

“We went from a company that was traveling up and down the country, day in day out, presenting PowerPoint result presentations to clients, to one where we can deliver higher quality reports to our customers 24/7, for them to help themselves.It has meant all the time spent preparing PowerPoint presentations, then journeying to clients to present the findings has now been channelled into much more productive endeavours. It completely transformed how we liaise with our clients. It has meant that we can focus more on strategic issues with them, and on client development.” 

 

Malcolm is a passionate advocate for skills development, alongside improved measurement and feedback, as the means to excellence in customer service. Crucially, the arrival of Dapresy Pro has allowed Malcolm to develop a new customer service training programme with the evocative name ‘How to Control Your Elephant’, and his role Chief Elephant Trainer, in delivering it. For a small company, the scale of the projects they handle is very impressive, with between 40 and 45 client portals at any one time, continuously feeding back customer satisfaction data to hundreds of registered end-users.

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“Dapresy has had a serious impact,” Malcolm stresses. “We realised we had to change the business model – this trudging around was going to kill us.” He explains they realised they needed something that would allow them to switch from a fixed and burdensome model of quarterly reporting. He continues: “We said – what’s the best in the world – and we discovered Dapresy. And I truly believe it is – nothing has come close to it.

 

For the Future

 

Malcolm sees particular benefits coming from the relationship In-house has with Dapresy in continuing to push the envelope of what is possible in high quality, highly accessible data presentation and delivery. 

 

“Dapresy is continuously evolving – we always try to make use of the new things they add. Our first stage has been to go from PowerPoint to Dapresy using a fairly similar style of reporting. We are now beginning to think of using Dapresy’s more visually appealing features to wow the clients and help us pull in more clients. We are looking to it to be so intuitive that our clients will rely on us even less with day-to-day questions so we can serve them better at a more strategic level, and that helps us to free up the resource.

 

 “I’ve often said, on the world stage, we are a tiny business but when it comes to presentation we can punch well above our weight because of Dapresy.”

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