CASE STUDY · MARKET RESEARCH
The standard software for interviewer administration and call-centre billing across multiple IFAK locations - replacing a fragmented organisation tool that had failed to scale.
CLIENT
IFAK
(Rilaton + TeleMatrix)
SECTOR
Full-service market and social research
LOCATIONS
Taunustein, Mainz
INTEGRATION
MR Orga
+ NEBU DubInterviewer
“We cannot imagine to manage our locations without the MR Orga.”
Jens Winicker · Founder & Managing Director, IFAK
THE CHALLENGE
IFAK is, in their own words, a “leading German full-service institute for market and social research” - passionate about emotion-driven research, with notable end-clients including Nestlé and Lufthansa. Their CATI operations span multiple locations and run survey solutions from NEBU and Quancept. But the administrative software underneath - interviewer planning, billing, multi-site controlling - was the weak link.
CATI manager Thomas Gilger described the previous state of play: “We used to have an organization software in our operations, which we did not consider as user-friendly and eventually did not meet all our requirements. A real solution was needed.”
What IFAK needed was a holistic solution for interviewer administration and billing that worked across all locations and remained compatible with their existing survey systems. Speed of support and flexibility across billing models were non-negotiable.
THE APPROACH
After a thorough decision process - including conversations with existing run-e customers to validate operational fit - IFAK chose MR Orga as the management tool for workforce planning, administration and controlling. As Jens Winicker put it: “We got directly in touch with different existing run-e customers in order to learn how product and support works from their own operational experience. The feedback we received was positive throughout.”
run-e's role was framed clearly: workforce, admin and controlling, integrated with NEBU and Quancept rather than competing with them. NEBU's Eric van Velzen confirms: “For controlling and organizing telephone centers, we found an excellent provider in run-e.”
THE OUTCOME
• Significant time saving on staff planning. “Our goal, to achieve significant time saving towards the former software, was fully accomplished. Especially when it comes to staff planning, we noticed significant improvements.” - Jens Winicker.
• Reporting on data-collection progress in no time. Standard plus countless extendable individual reports, particularly important for IFAK's extensive Quancept projects.
• Reliable support for ad-hoc requests. “run-e acts always fast and flexible - even on special requests such as individual reports. The consulting is very good, alike the support and the speed of implementation.” - Winicker.
• The standard for IFAK's call-centre operations. “MR Orga is the standard software for the administration of interviewers and the respectively billing in the telephone center. We cannot imagine any more, how to manage our locations without the MR Orga.” - Winicker.
“With the software from run-e we really made a lucky shot.”
Jens Winicker · Founder & Managing Director, IFAK
FEATURES
Easy interviewer billing
Improved project management
Real-time analysis
Cost control in real-time
Platform-independent
Integration in CATI environments
RELATED
PRODUCT
Workforce, billing, scheduling and reporting for CATI institutes - the platform IFAK relies on across all locations.
Explore MR Orga →SERVICE
The speed-of-implementation behind the MR Orga rollout at IFAK - the same engagement model we use across the wider Digit Implement service.
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