2016 ace awards book us

WINNERS’ SHOWCASE

Achievement in Customer Excellence

ACE 2016

AWARDS

Contents

04 About the Confirmit ACE Awards

07 AIG Travel

08 AIG, US Life Division

09 Amadeus

10 ANSYS, Inc.

12 Asurion

13 B2B International and Wolseley

14 Cognita

16 CyberSource

17 Dell Software, Inc.

18 Deltek, Inc.

19 Digital Insight

20 Erie Insurance

21 Grant Thornton LLP (National Office - Canada)

22 Grant Thornton LLP (Business - National Client Experience)

24 The Hanover Insurance Group

25 Homesite Home Insurance

26 Infor

27 Lloyds Banking Group – Group Digital

28 McKesson Ireland

29 Moore Medical

30 OpenText™

32 Philadelphia Insurance Companies

34 PODS Enterprises, LLC

35 ReachLocal

36 Screwfix

38 Siemens Building Technologies

39 Sony Mobile Communications

40 Synoptek

42 Sysmex America, Inc.

43 Telegraph Media Group

44 Tyco SimplexGrinnell

46 Virgin Money

48 W5 and Gas Networks Ireland

50 Waters Corporation

2016 ACE Awards 3

“The Confirmit ACE Award recipients represent outstanding organizations who are genuinely committed to listening to their customers and delivering an exceptional customer experience. The winning organizations showcased here are an inspiration to us all and we are thrilled to honor their achievements. I’m proud that so many of the world’s leading companies work with Confirmit to develop exceptional customer experience initiatives.”

Henning Hansen, President and CEO, Confirmit

About the Confirmit ACE Awards

The Confirmit ACE (Achievement in Customer Excellence) Awards

program celebrates outstanding achievement in Voice of the

Customer and customer experience. Receiving a Confirmit ACE

Award demonstrates an organization’s rigorous application of Voice

of the Customer best practices, and its outstanding performance

as measured by those processes.

The winners’ stories in these pages demonstrate how the Voice of the Customer has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment.

If you’re inspired by these stories, and would like to find out more about the Confirmit ACE Awards, visit www.confirmit.com/Company/ACE-Awards

WINNERS’ SHOWCASE


ACE 2016

AWARDS

2016 ACE Awards 54 2016 ACE Awards

AIG Travel

Measuring Customer Experience Helps Boost the Bottom Line

AIG Travel, a worldwide leader in travel insurance and assistance, provides products and services to individual travelers and corporate clients around the world. The company delivers comprehensive single-source solutions through wholly-owned assistance centers located in Asia, Europe and the Americas.

AIG Travel wanted to understand its travel insurance customer experiences and determine the successes and opportunities that surround every operational decision. This resulted in the implementation of a Voice of the Customer program comprised of transaction-based surveys. Surveys are deployed daily via a call center after customers purchase a travel insurance plan. Making the survey available immediately following a customer’s purchase ensures the accuracy of their answers as the customer service experience is fresh in their minds.

AIG Travel, Inc., a member of American International Group, Inc., is a worldwide leader in travel insurance solutions and assistance. Travel Guard is the marketing name for its portfolio of travel insurance solutions and travel-related services, including assistance and security services, marketed to both leisure and business travelers around the globe. Services are provided through a network of wholly owned service centers located in Asia, Europe and the Americas. For additional information, please visit our websites at www.travelguardworldwide.com and www.travelguard.com.

“We are a service organization and we pride ourselves on our high level of customer care and the ability to have achieved our goal of becoming our clients’ most valued insurer - it’s what we are known for in the industry. We deliver value through industry leading service. We couldn’t do that without our Voice of the Customer program.”

Karla Turzinski, Vice President of Assistance Center Operations, AIG Travel

DRIVING ACTION:

■ Enhanced employee recognition when the agents receive positive customer feedback

■ Improved sales training to front line call center agents

■ Introduced targeted marketing campaigns that have delivered new revenue, helping to boost the bottom line.

6 2016 ACE Awards 2016 ACE Awards 7

“The comradery that exists between our organization and paramedical vendors is unique. The experiences that our customers have with these partners is perceived as an experience delivered by AIG, so making sure the vendor is tied into this feedback is critical. Measuring customer experience here is an essential element of a delicate process that involves strategic listening to customers while making improvements and adding value.”

Holly Bonnett, Director Training Quality & Customer Feedback, AIG, US Life DivisionAmadeus

Fostering Business Consulting Success

The hospitality division of Amadeus (formerly Newmarket International), offers industry solutions for reservations, sales and catering, property management and operations, all focused on a better end-to-end experience for guests, employees, managers, owners and partners.

With 48,000 installations and 150,000 users in over 154 countries worldwide, their suite of solutions enables hospitality professionals to work smarter. Due to the increased scale of Amadeus’ hospitality operations, the company evolved its internally-developed survey program into a fully-scalable VoC program using Confirmit.

Amadeus now runs a multi-lingual program that measures overall customer satisfaction and NPS® for all organizational units. They pride themselves on holding team members accountable for the success of the program through a customer-centric approach.

“As our company grows, our VoC program remains agile and helps the fostering of new relationships while maintaining the ones developed as a smaller company. It also preserves our core competitive advantage: customer service.”

LuAn Cornell, Customer Relations Manager, Amadeus

AIG, US Life Division

Improving Processes and Data Accuracy to Boost Customer Satisfaction

American International Group, Inc. (AIG) is a leading global insurance organization serving customers in more than 100 countries and jurisdictions. AIG companies serve commercial, institutional, and individual customers through one of the most extensive worldwide property-casualty networks of any insurer.

AIG’s US Life Division wanted to understand the customer experience following the completion of a new policy, and specifically with the medical examination process. It established a New Business touchpoint survey that measures NPS and overall satisfaction scores.

The insight gathered provides a detailed understanding of the experience delivered by AIG US Life’s paramedical vendor partners, and of the accuracy of the data gathered, during the medical exam process. This is essential to AIG US Life’s success since it determines insurability and premiums.

DRIVING ACTION:

■ Increased quality measures implemented to improve data accuracy, while quarterly meetings with vendors track quality improvement efforts

■ Enhanced training of medical personnel and improvements made to the medical exam process itself, based on direct consumer experience feedback

■ Immediate Service Recovery alerts notify new business leaders of customer dissatisfaction, providing evidence to drive business improvements

■ Better data quality has driven more accurate insurance configuration, boosting revenues.

DRIVING ACTION:

■ Feedback is used to evaluate team members during their annual performance reviews thus driving success and highlighting training opportunities

■ Frontline staff have direct access to customer feedback, providing instant evaluation of the service they offer

■ The program enables Amadeus to track and address client experiences end-to-end from initial sale to continuous support post implementation

■ All feedback, regardless of sentiment, is shared with the Executive Board and Senior Executive Ownership teams to promote accountability and foster success.


“The combination of transactional surveys, relationship surveys and an employee-based customer complaint system means that we’re able to get a really clear view of the customer experience so we can use customer feedback to drive real business improvement.”

William Bryan, Corporate Quality Manager, ANSYS Inc.

ANSYS, Inc.

Using Feedback to Drive Continuous Improvement

If you’ve ever seen a rocket launch, flown on an airplane, driven a car, used a computer, touched a mobile device, crossed a bridge, or put on wearable technology, chances are you’ve used a product where ANSYS software played a critical role in its creation. ANSYS is the global leader in engineering simulation, helping the world’s most innovative companies deliver radically better products to their customers. By offering the best and broadest portfolio of engineering simulation software, they enable companies to solve the most complex design challenges and engineer products limited only by imagination.

ANSYS uses Confirmit’s solutions to initiate both transactional and relationship surveys that are used to drive business change in both product and service areas. Alerts ensure speedy customer follow-up and have driven continuous improvements across technical support, customer training, marketing and business operations.

Surveys are run in nine languages and cover over a dozen key touchpoints across the organization, including sales, invoicing, technical support, website, and complaints. An impressive 20% response rate ensures deep insights that are shared across the business.

DRIVING ACTION:

■ 88.7% increase in NPS® score in 2015

■ Data obtained from the Voice of the Customer program are integrated with CRM software, so that customer feedback and ratings are quickly and easily available throughout the organization

■ ANSYS’ Metrics System Council, Customer Experience Council, and Software Development Council regularly review Confirmit dashboards to monitor progress against goals and take action needed to address specific customer comments.

Jim Cashman, CEO of ANSYS, Inc


Asurion

Teams Align to Improve Customer Service

For more than 20 years, Asurion has been the preferred provider of technology protection to the world’s largest wireless carriers, trusted retailers and popular device manufacturers. Asurion’s 17,000 global employees support its 290 million consumers with an award-winning experience.

Asurion’s Protection Program, available through major retailers, enables customers to contact the company and receive in home repair of home appliances and large electronics. To really understand the customer experience, Asurion chose to look beyond traditional metrics to leverage the Voice of the Customer for the in home touchpoint.

Actionable information is essential, so Asurion’s Customer Experience team aligned with the Product Supply Chain teams to pilot a new survey to improve upon an existing program. The team completely redesigned the in home survey, making it specific to the technician and sending it within 48 hours of an in home experience. The feedback, which includes direct customer comments, delivers more accurate, tailored and actionable insight and has ultimately been implemented across all retail clients who receive the service.

“We know it’s critical to capture the Voice of the Customer at multiple touchpoints. We have built our program with this as our mantra. We categorize customer comments to discern the drivers of dissatisfaction and initiative improvements. Our program truly harnesses the Voice of the Customer.”

Jim Katzman, Senior Director - Customer Experience, Asurion

DRIVING ACTION:

■ Making the survey about the technician has led to improved, focused training which contributes to the overall customer experience, enhancing the value of the protection plan

■ Using the true customer voice has moved the company from a metrics-focused culture to a customer-centric culture dedicated to improving the customer experience

■ The Supply Chain team has integrated the redesigned survey results to create a meeting to discuss Outsourced Service Provider network health by client and region.

DRIVING ACTION:

■ Creation of an ‘army’ of Customer Service Champions to provide specific branch training on areas to improve that were highlighted by the feedback, and help with executing the changes

■ Detractors managed through a closed-loop workflow to ensure they are contacted to discuss their feedback and identify solutions to the issues they have raised, quickly and positively with resolution and follow up

■ Improved the in-branch experience in direct response to customer feedback, including improvements to stock levels, telephone customer service, new starter training improved speed of service and free coffee!

■ NPS scores linked to bonuses to drive internal focus on how to continue to improve service for customers.

B2B International and Wolseley

Improving the In-Branch Experience, Speedy Service and Free Coffee!

With over 500 branches nationwide, and stocking over 120,000 products, Plumb Center, a Wolseley company, is one of the UK’s leading suppliers of plumbing and heating products. As well as employing specialists in their field in every branch, Plumb Center runs a series of branches with working renewables display area, two dedicated training centers and 38 Centers of Excellence.

Wolseley has been working in partnership with B2B International to create a program that puts customers at the heart of the business. The program gathers feedback about customers’ experience across multiple touchpoints, and measures a wide range of factors including ease of doing business and consistency of service, using NPS® as the core metric.

To date, over 15,000 customer views have been sought to provide local level feedback for each branch. Results are hosted on a tailored Confirmit Reportal dashboard, with core team members using this to take action based on the feedback gathered.

“At Wolseley UK, in an organization of over 600 locations, it’s essential that we can gather insight regularly, and share it quickly and easily so that the correct department can take action and close the loop on any issue. Our program has not only enabled us to do this successfully, but has also underpinned a significant overall NPS improvement of more than 10 points.”

Gary Hitchens, Customer Service Director, Wolseley UK


“There are always pockets of excellence in any organization. Our VoC program has helped us achieve greater consistency of standards across our portfolio, which is a major, long-term benefit of the work we are doing.”

Stephan Hogenbirk, CX Analyst, Cognita

Cognita

Capturing the Voice of the Parent for Educational Growth

Cognita is a group of 67 private schools in Europe, Latin America and South-East Asia. The group employs 4,600 teaching and support staff for the care and education of more than 30,000 pupils.

As part of its mission to respect the individuality of each of its schools and tailor curricula to the needs of the parents and children it serves, Cognita undertook a Global Customer Experience initiative known as ‘Voice of the Parent’.

The program supports Cognita’s organizational growth plan through a deeper understanding of parents’ needs, capturing their feedback in nine languages across three regions and sharing actionable insight quickly with leaders of schools, regions, and the central business.

DRIVING ACTION:

■ Empowered customer-facing staff to engage potential parents and resolve requests from existing parents more quickly

■ Identified key areas of school provision requiring improvement

■ Provided benchmarking for individual schools to measure against group results

■ Increased advocacy and enrolment across regions.


Dell Software, Inc.

Empowering Employees to Help Customers in the Best Way Possible

Dell Software, when combined with Dell hardware and services, helps customers simplify IT, mitigate risk and accelerate business results. Dell wanted to understand their customers’ experiences in regards to their interactions with Dell’s Software Technical Support Department and embed the importance of feedback into the company culture.

Dell customers receive survey invitations once their help desk case is closed. Questions are designed to help understand Net Promoter Score® (NPS), OSAT and identify actionable comments. Surveys are also based on rules in order to prevent survey fatigue.

Feedback is shared with management through real-time dashboards, the executive teams in monthly presentations, and with engineers via email and performance reviews.

“Our program is unique because we strive to understand the Voice of the Customer at different stages in our interaction processes and use this feedback to spearhead new technology procurements, stand up different channels (social media) and enhance our programs across the business.”

Steven Noon, Director, Support Operations, Dell Software, Inc.

DRIVING ACTION:

■ Better user experience: engineers receive feedback to measure and improve performance and managers work to provide a better user experience

■ Product improvements: the true Voice of the Customer is looped directly to product development teams to make the necessary improvements

■ Improved customer experience: the Knowledge Center Support team use feedback to create and modify articles that address areas of concern, thereby improving the visitors’ experience to the knowledge base portal. This feature has had a positive impact on increasing renewals.

“Our “open” approach to our client satisfaction helps to empower our employees to take a more personal role in the quality of the service they deliver. By allowing access to the data, we encourage our employees’ awareness in understanding cause, effect and reflection. We get better through each experience and every “bad” experience is just as valuable as a learning opportunity.”

Kelly Kadlec, Merchant Support, CyberSource

CyberSource

Every Experience is a Learning Experience

CyberSource is a payment management services company providing enterprise-class solutions to merchants worldwide. With a single connection to CyberSource merchants can transact web, mobile, call center, and mPOS payments; reduce fraud risk; and keep payment data safe, worldwide.

The business runs a two-tier Voice of the Customer program, capturing feedback both in an annual relationship survey, and immediately following a transaction with the company’s contact center via web or telephone. Both elements of the program are run in 4 languages and results are shared across the organization, from the executive team to the product development and support teams.

Data from the program is included in agent performance management, with low scores used to highlight areas of improvement and to guide training. In addition, customers’ free-form feedback comments are carefully reviewed to determine areas of improvement which may include agent performance, business policy, and product enhancements. To address some of these areas, the company has created a Strategic Accounts team that has enabled further differentiation of the services provided and, from an internal perspective, provided new career opportunities. This is critical as Cybersource focuses on retaining their most experienced professionals while allowing for career advancement and skill development.

DRIVING ACTION:

■ New roles created to focus on driving the customer experience, focusing on driving process improvements and acting as liaison to the Product Development teams

■ Implementation of new training programs which ensure the delivery of consistent responses globally, no matter where the inquiry is answered

■ Introduction of a range of new services as a direct result of customer feedback.


DRIVING ACTION:

■ Launched over 30 experiments around proactive service based on direct client feedback within surveys stating that they didn’t feel Digital Insight was a proactive company. The process raised the bar from -4% to 17% in just 6 months due to actions taken based on client feedback

■ NPS® improvements of over 10% across delivery and customer care teams

■ Launch of new customer training for Digital Insight University, including a pre-release webinar training program and virtual classes.

Digital Insight

Experiments to Deliver Excellence

Digital Insight, an NCR company, helps banks and credit unions grow by offering innovative online and mobile banking solutions that make it easier for consumers and businesses to manage their money. Applying customer insights and innovation to design its products, Digital Insight provides solutions that help financial institutions achieve higher customer engagement and profitability.

Digital Insight’s Voice of the Customer program covers a range of key touchpoints, including customer service and care, website, delivery and the Digital Insight University. Feedback is shared across the company and is frequently discussed at regular Town Hall meetings, by members of multiple departments.

A laser focus has developed on finding ways to become a more proactive and innovative company. As well as addressing customer feedback directly, the Digital Insight team has taken an approach of running “experiments” to improve the client experience, based on feedback received through the VoC program.

“We have a culture of client focus and delight and this year we’ve integrated a focus on proactive service. Through all of the experiments we have run this year, we have continued to drive innovation through the company. Our program keeps client delight and Voice of Client top of mind in all of our day-to-day activities.”

Andrew Grannis, Manager, Digital Insight

Deltek, Inc.

Customer Experience as a Key Differentiator

Deltek is the leading global provider of enterprise software and information solutions for professional services firms and government contractors. It delivers actionable insight to 16,000 organizations and 2 million users in over 80 countries, empowering them to win new business, optimize resources and streamline operations.

Customer satisfaction is an integral part of Deltek Customer Care, and the company runs a long-term, multi-lingual, touchpoint-based Voice of the Customer program to measure this.

Using Confirmit’s role-based reporting dashboards, Deltek shares results of the program with over 200 customer care agents, providing individual reporting that measures against team and company scores. The Customer Care Leadership Team also has full access to all global scores to drive organization-wide success.

“Through our VoC program, the feedback and scores in our survey have become one of the main selling points to prospective customers. Our high level of customer service has helped us increase our customer base, which demonstrates the real success of the program to the entire business.”

Sheila Boudreau, Customer Care, Deltek, Inc.

DRIVING ACTION:

■ Executive dashboards drive global satisfaction scores, highlighting areas for improvement and used as a key selling point to Deltek’s customer base

■ Product strategies are adjusted as a result of customer feedback on product experience and satisfaction

■ Customer satisfaction analysis is used to inform training and goals for the customer care team, ensuring employee engagement and progression.


Erie Insurance

“Above all is Service” – From Principle to Practice

For more than 90 years, Erie Insurance has been fulfilling its promise to customers to provide insurance rooted in the principles of honesty, integrity, service and low-cost. ERIE’s vast network of independent insurance agents serve more than 4 million customers in 12 states and the District of Columbia.

ERIE wanted to ensure customers had a seamless and efficient experience during the claims process. In order to have a better understanding of the claims experience, ERIE developed a Voice of the Customer program to learn about customer expectations and preferences.

The team began collecting customer data through a direct survey program. Initially, the process involved a paper survey to customers that averaged 4,850 responses per year. However, with the implementation of the Confirmit Horizons platform, the fully automated process delivers more than 12,000 responses each year.

The Confirmit solution includes the full creation and deployment of timely post-touchpoint surveys, alerts process and flexible dashboard reporting. The live reporting function is available to ERIE’s customer experience team, all claims management and stakeholder executives. The teams have access to all results, providing transparency for recognition and areas of opportunity.

“ERIE’s investment in the Action Management platform is further evidence the organization recognizes the importance of integrating customer data to drive better results in customer experience. The capabilities of this platform motivate and reinforce executive and management needs for more mature analytics that directly impact customer satisfaction. ERIE’s partnership with Confirmit aligns with our continual focus on customer feedback being the key driver in customer satisfaction”

Barbara Lincoln, Director, Business Integration, Erie Insurance

DRIVING ACTION:

■ Claims and Customer Care Employees receive customized training developed using specific customer feedback

■ Enhanced ERIE’s already service-focused culture through more efficient processes, allowing for greater transparency and opportunities to create better customer experiences

■ Increased reporting transparency by increasing the number of managers receiving the data reports from 50 to 350. The real-time data allows managers to filter and customize data for their specific needs. In addition, the customer feedback and data improves customer experience in all areas of the organization.

Grant Thornton LLP (National Office - Canada)

Using Distinctive Experience to Drive Future Success

Grant Thornton is one of the world’s leading organizations of independent assurance, tax and advisory firms. These firms help dynamic organizations unlock their potential for growth by providing meaningful, forward looking advice.

More than 35,000 Grant Thornton people, across over 100 countries, are focused on making a difference to clients, their people, and communities. A key element of this commitment in Grant Thornton is the firm’s Client Experience Measurement Program.

The program’s focus is to better understand how well Grant Thornton delivers a different kind of client experience. The feedback and metrics gathered by the program are fed into the company’s dedicated CEM microsite and form part of the overall client experience strategy.

DRIVING ACTION:

■ Partners and Managing Directors use individual client feedback results to grow and develop people and as input into annual assessments

■ Confirmit dashboards share results of client satisfaction across the country with the National Management Committee, identifying potential gaps that need addressing

■ Feedback shared with marketing to leverage in thought leadership and for proposals and collateral

■ Improvements delivered in both response rates and customer satisfaction scores since the outset of the program.

“Our Client Experience Measurement Program provides us with real meaning to the work we do every day so our clients understand that we operate from the fundamental belief that their success is central to everything that we do.”

Bill Brushett, National Clients and Services Partner, Grant Thornton LLP (Canada)

Pat Burns, Interim EVP Services Barbara Lincoln, Director Business Integration Jay Wingerter, Claims Information Analyst II.


“By asking the right questions of the right people at the right time, we are able to gather insights that drive the way we develop our people, the innovation of our service offerings and our ability to grow our firm.”

Connie Wilson, Director of Client Experience, Grant Thornton LLP (US)

Grant Thornton LLP (Business - National Client Experience)

Delivering Distinctive Client Experience

Grant Thornton LLP (Grant Thornton) is the U.S. member firm of Grant Thornton International Ltd, one of the world’s leading organizations of independent audit, tax and advisory firms. Grant Thornton has revenue in excess of $1.3 billion and operates 57 offices across the United States with more than 500 partners and 6,000 employees.

Distinctive client service is a key component of Grant Thornton’s strategy to drive revenue growth, and the organization has developed a personalized approach that advances client relationships and drives engagement and loyalty.

A core part of this is the ClientVoice™ program which measures clients’ overall satisfaction with their service experience, evaluates 12 service attributes, and measures loyalty. It is also used to gather verbatim comments specific to delivering value and assessing distinctive service experiences.

DRIVING ACTION:

■ Revenue Increase: analysis of promoter clients demonstrates higher profit margins, increased spend and longer retention

■ Cost Reduction: through the selection of the Confirmit Horizons platform, annual VoC spend has been reduced by $50K, while quality and timeliness of reporting has improved

■ Culture Change: ClientVoice program measures the delivery of corporate values and reinforces behavior changes the organization is rolling out company-wide.


The Hanover Insurance Group

Building a Customer-Centric, Service-Oriented Culture

The Hanover Insurance Group, Inc. is a national property and casualty insurer providing a wide range of property and casualty products and services to individuals, families, and businesses. The Hanover distributes its products through a select group of the best independent agents and brokers in the country.

As an organization committed to making a difference within its own business and for the audiences it serves, The Hanover places great emphasis on customer experience. As part of this focus, the claims department conducts a Voice of the Customer program that gathers insight from touchpoint surveys following completed claims.

The success of this customer-centric program has led to a consistent enterprise-wide service culture that applies components of the claims department’s program to other areas of the business.

Homesite Home Insurance

Using Feedback to Predict and Grow Retention

Homesite Home Insurance is a US-based provider of home, rent, condo, life, and small business insurance. Selling direct to the customer and via branded partners, Homesite specializes in tailoring its range of products and services to meet customer needs.

As part of its brand promise of ‘giving customers one less thing to worry about’, Homesite invested in a Voice of the Customer program. The aim of the program was threefold: to enrich the customer experience, to improve services and internal processes, and to understand how best to continuously enhance and innovate offerings to customers.

Homesite’s dedicated Customer Experience team aggregates feedback from the program with its own knowledgebase tool, allowing it to correlate customer behavior data to prioritize problems and take action to resolve them.

“Our partner-based business model gives us a unique perspective on the impact of brand confusion and brand reputation. NPS tell us where we are impacting our partner reputation, while CES tells us where we have created brand confusion. With the acknowledgement from senior management that these feedback scores are a predictor of retention, our VoC program is empowered to secure resources to drive change.”

Leigh Kempinski, Reporting Analyst, Homesite Home Insurance

DRIVING ACTION:

■ Feedback has been used to improve the information available, increasing the ability of customer to self-serve, and reducing calls into the call center

■ Created a single-sign on for customers, enabling them to access multiple policies easily to streamline the customer experience

■ Increase in customer retention, directly correlated to increase in NPS®

■ 25% growth in policies as a direct result of making it easier to resolve issues in the customer’s channel of choice.

“The program has allowed claims to develop a customer-centric and service-oriented culture improving employee morale and retention.”

Coreen Gaffney, Claims Department, The Hanover Insurance Group

DRIVING ACTION:

■ Claims leadership can share performance feedback to frontline staff to improve the customer experience

■ Work process changes and development of tailored training driven directly by customer experience metrics

■ Implementation of a yearly service initiative that focuses on key areas of opportunity, based on customer satisfaction survey results

■ Executive leadership has line of sight into claims service performance, which directly correlates to company performance.


“Everyone in Infor Support is committed to providing a high quality customer experience. The support survey program gauges our performance through the customers’ eyes and the insight it delivers allows us to improve processes, close the feedback loop, and invest in tools that improve our customers’ experience with self-service.”

Marylon McGinnis, Senior Vice President, Infor Support

Lloyds Banking Group – Group Digital

Putting Digital at the Heart of a Customer-Centric Strategy

Lloyds Banking Group is a leading UK-based financial services group providing a wide range of services for personal and commercial customers. It operates the UK’s largest retail bank and has a large and diversified customer base.

Digital has become interlinked to every part of Lloyds Banking Group’s business, demonstrated by the 1.6 billion log-ons made by customers to its sites in the last 12 months alone. With digital critical to the way the Group transforms its offerings, the organization wanted to put digital at the center of its aim to become the best bank for customers.

To help achieve this goal, Lloyds Banking Group’s Digital division undertook a post-purchase Voice of the Customer program to ensure online customers were able to choose the right product to meet their needs.

“From how our customers interact with us and the ways in which we experiment and test new ideas, right through to the hundreds of processes that go on behind the scenes, digital is critical in the way we evolve to meet the needs of the 30 million customers we support every day. Our VoC program is one very important step in this long-term strategy for us.”

Adrian Atkinson, Lloyds Banking Group, eCommerce

Infor

Measuring Award-Winning Customer Support

Infor is fundamentally changing the way information is published and consumed in the enterprise, helping customers in 194 countries improve operations, drive growth, and quickly adapt to changes in business demands.

Infor works with Confirmit as a trusted advisor to conduct a multi-lingual Voice of the Customer program, designed to not only measure the degree of customer satisfaction with Infor’s customer support division, Infor Support, but also to identify areas that need improvement.

Results of the program are measured against defined goals, with responses categorized by geography, product, and support analyst. This allows the company to adjust and optimize staffing and training plans, and improve its processes to meet the objective of sustaining and increasing customer satisfaction.

DRIVING ACTION:

■ Improved troubleshooting process, driven by documentation of feedback from dissatisfied customers that highlighted areas for improvement

■ Implemented improved education and knowledge transfer processes from senior analysts and engineers to support employees

■ Continual updates and improvements to Infor Support’s knowledge base, providing better self-service and improved customer satisfaction

■ Increased revenues, based on the ability to demonstrate award-winning customer support.

DRIVING ACTION:

■ Customer experience improved through agile approach to changing products and services based on feedback

■ Improved customer application processes, based on insight gathered into where customers struggle in the application journey

■ Quicker resolution of issues based on ability to contact customers providing negative feedback.


McKesson Ireland

Supporting Core Customer First Business Values

McKesson is a worldwide provider of healthcare distribution software, automation technology and business services that help address the challenges healthcare organizations face today. The company connects people and organizations to help healthcare businesses run better.

As the division responsible for manufacturing and distributing all McKesson software and associated documentation, McKesson Ireland wanted to ensure processes were customer-focused, measurable and promoted a unified corporate image.

The company implemented a program to measure satisfaction with website interactions, product and documentation downloads, and customer service. Results are shared with software, quality and management groups to understand areas of success, ensure quality control and highlight areas for improvement.

Moore Medical

Making ‘Doing Business’ Easy for Better Customer Experience

Moore Medical LLC, a subsidiary of McKesson Medical-Surgical, is a distributor of medical-surgical supplies, equipment and pharmaceuticals to approximately 120,000 healthcare practices, facilities and organizations in non-hospital settings nationwide. Its customers include medical and healthcare practitioners, educational establishments, government agencies and speciality practices.

As a multi-channel provider serving its customers online, via telephone and using field sales, Moore Medical needs to ensure it gets the basics of service right across every channel. The company undertook a Voice of the Customer program focusing on Ease of Doing Business, to measure the customer experience for product ordering, delivery, and post-purchase.

Moore Medical also gathers employee feedback, with staff answering the same questions as customers do, to ensure alignment between the internal view of customer service and actual customer experience.

“Having a leadership team focused on the customer feedback program has resulted in a company-wide focus on the customer experience and improving that experience to deliver great results. The ELT support – coupled with Sales focused on resolving customer alerts – demonstrates to all how important having a robust customer feedback program is.”

Joellyn Ball, Senior Manager, Customer Experience and Data Management, Moore Medical

DRIVING ACTION:

■ Feedback from the VoC program is shared with the Executive Leadership Team (ELT) to ensure customer insight drives program improvements

■ Sales and customer service teams use feedback and alerts to ensure responsiveness to customer issues and drive future performance against metrics

■ Change in company culture through embedding the ‘Ease of Doing Business’ concept across channels and departments.

“Putting the customer first is one of McKesson’s core ICARE values. Our program of listening to the Voice of the Customer and improving their experience is tied to this value, allowing us to continually improve our processes and allocate resources that better support our customers.”

Jason McDermott, McKesson Ireland

DRIVING ACTION:

■ Implemented online training videos to guide customers through the website more easily, improving the customer journey

■ Improved the search function and layout for customers, providing easier access to core information

■ Worked more closely with customers at their site to better understand the way they work and what they need.


OpenText™

Measuring the Customer Support Experience

OpenText™ Analytics products make data-driven applications simple for everyone across an organization, including developers, employees, partners, IT, and customers. With these products, businesses are able to build unique enterprise reporting applications that meet their needs in any industry, on any platform, for any device.

OpenText wanted to understand overall customer satisfaction throughout the customer support experience and implemented a Voice of the Customer (VoC) program that covered the critical website and call center touchpoints.

This multi-lingual program has delivered culture change across the company by demonstrating the importance of the employee to customer satisfaction ratings, which is actively encouraging staff to go the extra mile to deliver excellence.

“We want to ensure that every customer experience reflects the quality of our products and the skills of our employees. Our VoC program gives us the insight we need to make this a reality, providing motivation for our team and highlighting opportunities for growth.”

Brian Moser, Senior Director, Customer Support, OpenText

DRIVING ACTION:

■ Employee feedback and motivation for excellent satisfaction

■ Employee training opportunities for low responses

■ Building customer relationships by management follow-up with customers who provided a low satisfaction score.

The OpenText team


“Our VoC program is part of our company culture which makes us successful. Over the past year, we’ve had multiple inquiries about our program’s best practices and how we’ve achieved great results with strong internal support.”

Zancesca Spagnoletti, AVP, Customer Service, Philadelphia Insurance Companies

Philadelphia Insurance Companies

Realizes VoC Return on Investment

PHLY designs, markets, and underwrites commercial property/casualty and professional liability insurance products for niche markets, incorporating value-added coverage’s and services for select industries. The company has 46 offices in 13 regions strategically located throughout the U.S.

PHLY’s Voice of the Customer offers a 360-degree view of the policy lifecycle and gathers feedback at critical touchpoints regardless of the department. The program is a unified platform of five transactional surveys, one unsolicited survey via PHLY.com and one annual relationship survey.

The Confirmit dashboard enables PHLY to analyze the data by product, geography or even business process, such as a claim or a call center query. In addition, selected kudos commentary is shared in monthly internal eFlyers, and results are included at every quarterly Corporate Town Hall meeting.

DRIVING ACTION:

■ 26,000+ survey responses were collected in 2015

■ The Overall Customer Service Satisfaction Score rose to 96.3% in 2015

■ Between 2014 and 2015 the insurer’s NPS® rose from 49.5 to 54.7 ■ Embarking on a new billing system remained top priority during 2015, that previously accounted for 33% of complaints

■ VoC feedback solidified the need for an invoice redesign which was introduced to PHLY customers in May of 2015

■ Employees are recognized and awarded for “kudos alerts” when they receive perfect 10 responses from customers.


DRIVING ACTION:

■ Over 15,000 survey completes

■ 44% increase in KPI

■ Recently expanded their program into five continents, in five different languages

■ Survey respondents receive follow up within 48 hours of survey completion

■ Since implementation ReachLocal has retained more clients and improved the overall client experience.

ReachLocal

Closing the Loop to Reduce Churn

ReachLocal offers a comprehensive suite of online marketing solutions which allows local businesses to seamlessly convert leads into customers and gain a deeper understanding of the effectiveness of their digital marketing efforts. ReachLocal is headquartered in North America, with offices in Asia-Pacific, Europe, Latin America and North America.

In order to retain clients and improve the overall client experience, ReachLocal teamed up with Confirmit in 2011. The company tracks loyalty metrics, as well as product satisfaction, service satisfaction, and sales satisfaction in real time.

Based on triggers for excellent experience, low scores, and follow up requests, ReachLocal Customer Advocates quickly assist clients in need within 48 hours. The end result has contributed to a strong growth in NPS®, stabilizing churn and dramatically improving retention.

“While metrics are important, the most important aspect of our program is the emphasis on following up directly with our customers in order to close the loop. Our sense of urgency helps our clients know that their comments and needs are important and that we are always listening.”

Eric Gnann, Director of Agency Services and Customer Advocacy, ReachLocal

PODS Enterprises, LLC

Embracing the Customer Perspective

PODS Enterprises, LLC provides portable on-demand moving and storage services. With nearly 3 million deliveries in USA, Australia, Canada and the UK, PODS is proud to be the most trusted brand in portable moving and storage.

PODS’ ultimate goal is to gain customer insights and ensure each customer is completely satisfied with their overall PODS experience. With Confirmit’s expertise, PODS implemented four touchpoint surveys and used the feedback to improve and influence programs in 2015 and 2016.

Executive, Operational, Sales and Service teams access results via live Confirmit dashboards and proactively address issues. Reports are presented to the executive team at monthly meetings, highlighting areas of opportunity and propose policy or procedural changes based on feedback received.

“Our CEO and Operational teams are constantly focused on customer experience. During monthly business reviews, customer experience is the first and longest topic discussed by our CEO. Drivers are the face of the company so local market managers proactively reach out to customers to discuss driver interactions survey feedback.”

Sherry Johnson, Customer Experience Manager, PODS Enterprises, LLC

DRIVING ACTION

■ In 2015, PODS received 104,000 survey responses after customers interacted with either the PODS Sales and Service Center and/or after renting a PODS container

■ Customer feedback received after the post experience survey highlighted the need for additional packing and loading advice. Since PODS’ ultimate goal is to reduce the stress associated with moving and storing, they created a process to assist new customers. At every initial delivery, a Tyvek tag containing packing tips and helpful hints is attached to the PODS container. As a result of this new process, the satisfaction results for container condition has improved by 1.2% since September 2015

■ PODS also used customer feedback to streamline and redesign several website features to improve the online experience

■ The PODS Sales and Service Center achieved their highest satisfaction scores once they implemented a closed loop feedback process. The result was a 10.5% increase for the Sales Center and 5% increase for the Service Center.


“The impact of our VoC program is company-wide. Managers across departments are fully engaged and excited to get their latest feedback, while the central Customer Insight team are using the results to develop our proposition and drive customer journey and experience improvements.”

Andrew Dingwall, Customer Insight Manager, Screwfix

Screwfix

Simply Better Service

Screwfix is the UK’s largest multi-channel supplier of trade tools, plumbing, electrical, bathrooms, and kitchens. It operates a national network of 458 stores, through which 11,000 products are available, with a further 15,000 products available by telephone or online. Screwfix.com attracts 2.2 million unique visitors per week, while the UK-based customer contact center operates 24 hours a day, 7 days a week.

The scale and multi-channel nature of the Screwfix operation means that understanding the customer experience at every touchpoint is essential in ensuring consistently high levels of service, and in identifying potential areas of customer frustration. To do this, the company has run a strategic Voice of the Customer program using Confirmit since 2005.

The program delivers a wealth of actionable insight that has driven strategic and tactical business improvement, particularly regarding cost reduction and company culture change.

DRIVING ACTION:

■ Development of ‘Simply Better Service’ initiative to ensure that customers get excellent service, consistently, across all channels

■ Contact center metrics have improved agent performance and aided team managers in coaching further development

■ Feedback used to inform direct and specific improvements to the company’s Click and Collect service

■ Excellent ‘net’ scores across its business; 9 out of 10 customers would recommend Screwfix to a friend.


Siemens Building Technologies

Above and Beyond with Text Analytics

The Siemens Building Technologies Division is the North American market leader for safe and secure, energy-efficient and environment-friendly buildings and infrastructures. As a technology partner, service provider, system integrator and product vendor, Building Technologies has offerings for a range of areas, including fire protection, life safety and security, and building automation.

Siemens’ Voice of the Customer program covers multiple critical customer touchpoints, comprising Service Visit, Project Installation and Product Ordering, and allows the company to keep a finger on the pulse of several vital elements. These include how customers feel about doing business with them, how employees feel about how they serve their customers, and ensuring employees are recognized for going above and beyond.

The Customer Excellence team is focused on acquiring business insights about customers and what is important to them. Every customer is different and Siemens is determined to know exactly how. To this end, the company has moved beyond standard survey questions and has implemented the Confirmit Genius text analytics solution to identify topics that really impact customers by categorizing their free text comments.

The Voice of the Customer program is based on listening to customers, engaging them through closed loop processes, and exceeding customers’ expectations by going above and beyond five key customer commitments.

Sony Mobile Communications

Using Social Analytics to Drive Service and Product Quality

Sony Mobile Communications (SoMC) is a subsidiary of Tokyo-based Sony Corporation, a leading global innovator of audio, video, game, communications, key device, and information technology products for the consumer and professional markets. With its music, pictures, computer entertainment and online businesses, Sony is uniquely positioned to be the leading electronics and entertainment company in the world.

SoMC runs an ongoing, strategic social media listening program using Confirmit Genius. This has been designed to gain a deeper understanding of customer issues with products, to identify the best solution to these issues, and to inform future product development.

The program is global, covering 54 markets and supporting approximately 30 languages, and provides social media feedback to SoMC’s Quality, Customer Services, and Development teams.

“Confirmit Genius helps us to mine the nuggets from social media for the key issues, and correlate those quickly with information extracted from internal systems. This provides one of the most powerful and reliable real-time key performance indicators we have come across.”

Olle Hagelin, Quality & Customer Services, Sony Mobile Communications, Sweden

DRIVING ACTION:

■ Increased revenues, based on the ability to adapt offerings in direct response to customer feedback, such as product warranties

■ Cost reductions as a result of identifying the causes of return rates of products and taking corrective action

■ Knowledge sharing and customer service improvements, often as a result of feedback from customers about workarounds or other successful solutions.

“Text analytics are key. We’ve collaborated with the CEO to develop an Improvement Plan based on topics causing dissatisfaction. Management, including the CEO, is held accountable for taking action. Employees are recognized based on customer feedback through our Excellence in Action program.”

Linette Myland, Manager, Voice of the Customer, Siemens Building Technologies

DRIVING ACTION:

■ A 5% increase in KPI (likelihood to recommend) in 2015 alone

■ A collaborative exchange of information was developed between the Customer Excellence and Products group. Providing feedback gives the customers a voice in future product development

■ Customers were expressing concerns about being able to get issues resolved. An escalation process was established for customers to get help for ongoing issues

■ Employees express concerns about inconsistencies in the customer experience we deliver. In order to understand the challenges our employees face in delivering a consistent and exceptional customer experience, a team was assigned to develop a formal Voice of the Employee program.


“The process, procedure, and methodology around the solution has greatly improved our training, staffing, and the way we conduct business. Operational improvements, focusing on enhancing the customer experience, and creating a proactive approach to service, rather than reactive, are all direct successes of our commitment to listening to the Voice of the Customer.”

Christopher Riley, Director Customer Care & Operational Support, Synoptek

Synoptek

A Proactive Approach to Service

Synoptek provides information technology management services and support to organizations worldwide. The firm manages and operates IT infrastructure with 24/7 operations, automated toolsets, and highly skilled technologists.

The Synoptek team has created a Support Transactional Survey program which is instrumental to the health of the business and the ongoing improvements to the customer experience. The program is highly customizable and very granular with tailored reports that can be broken down by customer, customer service agent, and geography. Touchpoint surveys are deployed swiftly after a customer case is closed in order to ensure accurate feedback.

Customers reporting a poor experience trigger an email alert to an analyst and the executive team. The analyst will quickly call the customer to follow up and ensure that the situation is reviewed. In addition, the team uses this feedback at a more strategic level by working to understand the root cause of the issue, which enables them to change processes to deliver a more refined customer experience.

Live feedback dashboards are shared across the leadership, training and operational teams, with each seeing data relating to their areas of the business. Key metrics are shared on Synoptek’s intranet and specific customer issues raised are discussed at regular team meetings.

DRIVING ACTION:

■ By understanding what’s working, and what needs to be improved, decisions made by the executive team have helped increase overall business productivity, reduced costs, and enabled revenue generation

■ Increased reference-based sales and improved customer retention as a direct result of operational changes made based on the VoC program

■ Email alerts and kudos alerts are sent to individual agents and their managers, creating unity and a company culture that makes every employee feel responsible for improving the customer experience

■ This program has greatly improved internal communications, exchange feedback between teams, and helped the business to refine training for employees company-wide.


Sysmex America, Inc.

Multiple Touchpoints and Real ROI

Sysmex America, Inc., is a trusted world leader that distributes and supports a diverse portfolio of best-in-class, in vitro diagnostic hematology and clinical laboratory products in the U.S., Canada and Latin America.

Sysmex implemented its Voice of the Customer program in 2011 to manage transactional surveys in key business areas as identified by the annual relational survey. A target threshold in customer satisfaction ratings is set to maintain the company’s high standard of customer loyalty. The program combines business function autonomy for these transactional surveys throughout the year, with an overall year-end measure of customer loyalty that is monitored at the company level in conjunction with various other key indicators that impact brand health.

Custom dashboards for each of the business functions ensure team members are kept up to date with the performance of their area, while regular updates and meetings ensure that results are discussed and shared to help drive action. The Market Research team acts as a consultant, drilling down into data and sharing best practices across teams. By taking action based on customer feedback, Sysmex has been able to directly impact the bottom line by automating processes that reduce costs and boost revenue.

“It is more important than ever to keep Voice of Customer and overall customer experience in front of the Executive Team. Despite our high satisfaction ratings, it’s imperative there is visibility to VoC data and buy-in to the program from leadership. This program has helped to achieve this and will continue to influence company leadership and help drive a culture of customer centeredness from the top down.”

Brian Knight, Senior Market Analyst, Sysmex America

DRIVING ACTION:

■ The introduction of order automation has allowed the customer service team to improve efficiencies for prompt support of our customers’ needs. Orders through this process are now actioned within 2 hours, instead of 24

■ Field Service has become incredibly responsive to customer feedback and are very aware of their important role in shaping the customer experience, helping to change behavior and drive culture change

■ Insights from the implementation go-live survey have led to process improvements resulting in more streamlined onboarding, installation and implementation efforts. Sysmex has learned how to better-serve customers throughout the process, leading to fewer return trips onsite

■ Increased virtual training translated into significant reduction in costs related to basic operator training that had traditionally required covering customers’ travel expenses.

Telegraph Media Group

A Transformed Contact Center Culture

Telegraph Media Group has evolved into a multi-platform digital operation that delivers high quality journalism. It is recognized for its strong product offering which includes the UK’s biggest selling quality newspaper the Daily Telegraph, the Sunday Telegraph, Telegraph.co.uk and Telegraph mobile and apps.

While traditional methods of customer satisfaction measurement already existed within the Telegraph Contact Center, the organization embodied a proactive ‘Tell the Telegraph’ program to capture and analyze the Voice of the Customer. This program is used to generate surveys which are sent to subscribers and readers of the newspaper, in both print and digital format.

Every aspect of the program has grown since launch and customers are actively contacted to discuss scores and any verbatim feedback given. The scores and feedback are shared openly, and teams are rewarded for positive input and results. Surveys are also generated for exclusive Telegraph events, and where appropriate changes are made to future events following attendee and or exhibitor feedback.

“Our Tell the Telegraph program has transformed the culture of our contact center as well as informed the wider business of satisfaction levels for service. Agents are empowered to develop a relationship with customers and, through the dash boarding tool, are constantly in-touch with how they can positively impact the customer experience.”

Eihab Mohamed, Customer Engagement Director, Telegraph Contact Center UK

DRIVING ACTION:

■ Driven cultural change and a complete mind-set shift in staff, from initial low adoption to total buy-in

■ Promoted employee engagement by demonstrating customer ownership at an individual level

■ Increased customer satisfaction levels, used as a KPI for the program and the business

■ Increased subscriptions revenue, particularly from renewals driven by loyalty and engagement.


Tyco SimplexGrinnell

Delivering VoC to the Global CEO

Tyco SimplexGrinnell is the leader in fire protection and life safety in the US, serving over one million customers. The organization takes a consultative approach to delivering tailored, single-source solutions for all types of facilities. It employs over 9,000 people, including a service team of over 5,000 technicians and inspectors, across a network of 130 offices.

To ensure it delivers the best possible experience and the highest quality of work to its customers, Tyco SimplexGrinnell runs a long-term post-purchase Voice of the Customer program. The program gathers feedback on how easy Tyco SimplexGrinnell is to do business with, with feedback captured around value for money, service quality, and invoicing.

“Our Voice of the Customer program has been running for a number of years, and its success has been such that it now has the full attention of the global CEO. The CEO reviews all NPS scores on a monthly basis and requires each business unit to supply action plans to address customer issues – a clear demonstration of the impact of feedback on direct customer action.”

Don Montour, Customer Experience, Tyco North America IS&S

DRIVING ACTION:

■ Service operations team uses feedback to create a targeted action plan for improvements

■ Scheduling and response times improved, and pricing made clearer as a direct result of customer feedback

■ Accounts teams use program results to create their own action management process

■ Service Center uses review of survey data as a coaching tool.


“We have successfully embedded a company-wide program covering all products, channels and key stages of the customer’s relationship with us. This is supported by a process of continual improvement that drives timely and tangible improvements based on the feedback collated via our Voice of Customer program.”

Chris Fisher, Head of Customer Experience, Virgin Money UK

Virgin Money

Creating a Customer Experience Hub

Virgin Money is a strong, low risk retail-only bank which is focused primarily on providing residential mortgages, savings and credit cards. With over 3,000 employees, Virgin Money offers customers straightforward products, supported by award winning customer service, through all forms of distribution channels including online, mobile, intermediary, store, telephone and the innovative Virgin Money Lounges.

Virgin Money is well positioned for growth in an increasingly digital world and has invested in a strategic Voice of the Customer program to gather actionable insights that signpost where improvements can be made to ensure continued success.

The program has helped Virgin Money to increase revenue, drive cultural change, and achieve record levels of customer satisfaction. Employee engagement is also at an all-time-high, with colleague engagement scores comparing strongly against industry standards at 88 per cent.

DRIVING ACTION:

■ Development of Insight to Action working groups, dedicated to implementing quick-win ideas that improve the customer experience

■ Creation of a Customer Experience hub, providing an opportunity for colleagues to share exceptional customer service stories

■ Strong growth in mortgage, savings and credit card balances

■ Strong improvement in customer retention, customer satisfaction and advocacy.

Left to right:

Alex McDougall, Customer Research Manager

Leanne Turnbull, Customer Experience Manager

Lynn Johnson, Senior Customer Experience Manager

Chris Paddon, Customer Experience Improvement Manager


“The speed of data gathering, its visibility through Confirmit Reportal, and engagement of key stakeholders allowed us to take action quickly.”

Marie Lyster, Customer Experience Manager, Gas Networks Ireland

“Due to the success of the insight gleaned using Confirmit, the focus is on finding solutions for GNI’s customers, and the understanding that working together to put customers first makes a difference and provides an opportunity for everyone to have their say.”

Ceara Nevin, Associate Director, W5

W5 and Gas Networks Ireland

Improved Customer Experience Through Acting on Customer Insight

Gas Networks Ireland is responsible for ensuring all customers receive a safe, efficient and secure supply of gas 24 hours a day, 365 days a year. Working with customer experience consultancy W5 since 2007, Gas Networks Ireland are focused on enabling a strong customer centric strategy for the organization.

Gas Networks Ireland’s program incorporates all customer journeys and after recent analysis, key journey pain points emerged. In particular, meter replacement issues hindered GNI’s customer experience. As a result the company needed to enhance their communications, appointment flexibility and combine repeat visits to complete necessary work in one call.

Confirmit Reportal is available to all customer teams, contact centers and field staff, allowing all stakeholders to take ownership and act on feedback. In addition, high level summaries are directly accessible to executives through Confirmit Reportal dashboards.

DRIVING ACTION:

■ 44% increase in KPI

■ In response to customer verbatims, combining repeat visits led to considerable cost savings, enhanced customer experience and brand loyalty

■ Since improving communications with customers 78% of customers now allow Gas Networks Ireland to replace meters, up from 58% in 2014

■ Gas Networks Ireland exceeded their target to replace 25,000 metres in 2015 after acting on customer comments

■ Confirmit Reportal has validated the positive impact of the initiatives implemented

■ Executive management prioritize initiatives to improve customer experience and NPS®

■ The Voice of the Business program began in 2015 to capture customer facing technicians’ understanding of customers and enhance future initiatives.


“Our global program is bringing company-wide recognition of the quality and performance of our Field Service organization, and its success is now opening the doors for wider Customer Experience measurement.”

Kathleen Olson, Business Systems Analyst, Waters Corporation

DRIVING ACTION:

■ Regional programs run in 18 languages to address customer satisfaction, quality and field performance

■ Closed-loop alerting triggers follow-up actions to the appropriate Service Manager

■ Feedback used for employee incentives, recognition and coaching opportunities

■ Measurement of NPS® brings visibility of performance and satisfaction to Senior Management.

Waters Corporation

Driving Global Field Service Performance

Waters Corporation creates business advantages for laboratory-dependent organizations by delivering practical and sustainable scientific innovation. Employing over 4,500 people around the world, Waters helps customers make profound discoveries, optimize operations, deliver product performance, and ensure regulatory compliance.

As a global organization, Waters’ success is contingent upon reaching customers in over 30 countries and ensuring their satisfaction and loyalty in the long term. To achieve this, the company implemented a Worldwide Survey for Field Service Interaction that gives insight into the service situation in every area, enabling responsiveness to customer needs and ensuring adjustments can be made quickly where needed.


*All trademarks are the property of their respective owners. Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix, Inc., Bain & Company, Inc., and Fred Reichheld.”

Find Your Solution with Confirmit

Contact Confirmit at

[email protected] today to

schedule a free demonstration,

and learn how Confirmit’s

solutions can work for you.

–About Confirmit

Confirmit is the world’s leading SaaS vendor for multi-channel Voice of the

Customer, Voice of the Employee, and Market Research solutions. The company

has offices in Oslo (headquarters), Chengdu, Grimstad, London, Moscow,

New York, San Francisco, Sydney, Vancouver, and Yaroslavl. Confirmit’s

software is also distributed through partner resellers in Madrid, Milan, Salvador,

and Tokyo.

Confirmit powers Global 5000 companies and Market Research agencies

worldwide with a wide range of software products for feedback / data

collection, panel management, data processing, analysis, and reporting.

Customers include Aurora, British Airways, British Standards Institution,

Cross-Tab, Dow Chemical, GfK, GlaxoSmithKline, GMO Research,

JTN Research, Keep Factor, Morehead Associates, Nielsen, Research Now,

RONIN, RS Components, Sony Mobile Communications, Swisscom and

The Wellcome Trust. Visit www.confirmit.com for more information.

www.confirmit.com [email protected]

WINNERS’ SHOWCASE


ACE 2016

AWARDS

2016 ace awards book us

Documents