Listening Closely to Customer Voices for Business Success

Home » A close ear to the voice of the customer

By Ankush Malhotra
President at Fluke Reliability

Are you getting ready to return to in-person business? Like me, I am sure you are looking forward to getting out into the world again and starting to meet and connect with customers, partners, and prospects.

I’m sure you also get asked – what have you missed the most in the last 12+ months? For me, one of these things has been the opportunity to meet face-to-face with customers and hear their unfiltered feedback.

Keeping a close ear to the voice of the customer is incredibly important to me – and the rest of our team at Fluke Reliability. It helps improve our offerings and gives us the inside track for fast-tracking the development of new solutions to meet our customer needs. As an example, customer insights and feedback convinced us to develop and launch CleanMaint.  Customer success truly does inspire our innovation.

Gartner Peer Insights provides unfiltered, open, and honest feedback. I have had the opportunity to read thoughtful, insightful, and constructive feedback from our customers – and have made sure these are relayed directly to our product management and customer success teams. Our teams find these reviews to be an incredibly beneficial source of insight and feedback.

It has been a delight to see comments from our customers such as:

• “Efficient Powerful Highly Configurable Software That Is Easy to Use and Manage”
• “eMaint is the Bees Knees.”
• “Outstanding! highly recommend both eMaint CMMS system and customer support staff.”
• “eMaint is an awesome CMMS that has helped us progress and excel in our reliability journey.”

I am also thrilled to see we are bringing in above-average scores across the board. At an average rating of 4.6/5, eMaint is among the highest-rated solutions. And our 94% customer recommendation rating for eMaint is also well above the industry average. These are great reasons to be proud of our teams who continue to work hard to provide the best-in-class software and deliver service to our customers.

Here are some quotes from recent reviews:

• “The service has been far beyond any software company I have worked with, and you can see their commitment to solving customer needs when you work with them. The amount of user configuration available and ability to customize this to fit exactly what is needed is of great value, and the training and support fuels the ability to succeed in making it our solution” – Maintenance Manager in the Manufacturing industry
• “The eMaint software is user-friendly. The Fluke teams are always looking for ways to improve their systems and are genuinely interested in how we use their tools” – Environmental and Safety Product Manager in the Manufacturing industry
• “My company implemented this CMMS at 10+ sites over the course of a year, and we were very impressed with the support provided by the Customer Success Manager (CSM), Implementation Specialist and Trainers that facilitated the remote implementations and on-site Go-Live activities” – Director of TPM and Plant Maintenance and Engineering at a Manufacturing firm
• “The eMaint CMMS Is A Fantastic System That Can Be Customized For Your Needs! I have worked in many CMMS systems, and this system is one of the better ones that I have worked in. The customer support is always timely, friendly and professional” – Global Lab Asset Program Manager

eMaint customers are also providing constructive insights into how we might improve our solutions and offerings in the future – and we are listening. We recognize that our customers have a choice, and we are grateful for their business and their feedback.

Thanks for listening – and above all, for making your voices heard.

Ankush Malhotra is President of Fluke Reliability. Previously Vice President and General Manager of Fluke Reliability, he has been with the Fluke Corporation since 2006.

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