actsoft cx customer experience welcome...
TRANSCRIPT
Actsoft CXCustomer Experience
Welcome Kit
1 Actsoft Inc. 031.1 About Actsoft 04 1.2 Company Executives 051.3 Greeting 06
2 About Actsoft CX 072.1 Teams/Leadership 08 2.2 Team Roles/Key Stats 092.3 Value Propostion 10
3 Actsoft CX Team: Tech Support 11 Tech Support 12
4 Actsoft CX Team: Customer Performance 13 Customer Performance 14
5 Actsoft CX Team: Professional Services 15 Professional Services 16
6 Actsoft CX Team: Strategic Accounts 17 Strategic Accounts 18
7 Actsoft CX Team: Team Performance 19 Team Performance 20
8 Customer Focused/Onboarding 218.1 Customer Focused 228.2 Customer Onboarding 23
9 Customer Comments/Goal 24
CONTENT
Actsoft CX - Global Customer Experience Center | Next-Level Support. Unmatched Value. Customer Experience Welcome KitContent
Actsoft Inc.
4Customer Experience Welcome KitActsoft CX - Global Customer Experience Center | Next-Level Support. Unmatched Value.
About ActsoftFounded in 1996, Actsoft is an industry leader in Mobile Resource Management and an established provider of products aimed at improving business processes.
Actsoft’s software solutions have evolved from simple courier software to asophisticated, yet user-friendly wireless and GPS technology platform. Actsoft works with all types of vertical market segments. We understand how to define the scope of requirements and develop software applications that target our client’s needs. Actsoft is equipped with the necessary back-end infrastructure to support your company today and in the future as your business needs grow.
Since 2003, Actsoft’s software solutions have provided location based servicestailored to virtually every industry with workers in the field. Every day our software powers tens of thousands of businesses in support of over 100,000 wireless users.
Actsoft Inc.
1.1
Actsoft Inc.
5Encore Support Welcome Kit
Kevin Thigpen, Chief Operating Officer
Mr. Thigpen has over 27 years of experience in the wireless telecommunications industry, having built and launched entire wireless networks from the ground up. At his previous position, Kevin worked directly with the lead investor to launch the company’s GPS and Location Based Services (LBS) wireless business solutions. He successfully negotiated strategic agreements with Sprint/Nextel and other key business partners to deploy GPS applications across the United States.
At Boston Communications Group (BCGI), he served as Vice President and General Manager of the Prepaid Wireless Services Division. Under his leadership and strategic direction, BCGI’s prepaid wireless business surpassed two million subscribers in North America. In 1999, Intele-Card News Magazine named Kevin one of the industry’s “Top 25 Most Influential People in Prepaid.”
Mr. Thigpen graduated from the Wharton School of Business, with dual majors in Finance and Marketing.
Trent Cherin, Vice President Strategic Alliances
Mr. Cherin brings 15 years of Transportation and over 5 years of Software Design experience to Actsoft.
After attending the University of Iowa, he was one of Actsoft’s first customers while working as a dispatcher for a same-day delivery company in the Seattle area. During his time in the small-medium freight business, Trent designed and deployed many of the core features found in today’s Actsoft products. He joined Actsoft in 2003 as the Product Manager for the Comet Tracker Suite of software.
Trent retired from the U.S. Army after serving a tour of duty in Iraq.
Mike Courter, Vice President Product Management
Mike Courter brings a wealth of knowledge to the Actsoft team, as he understands how different businesses utilize wireless technology. With over 10 years of experience in the wireless communications industry, Michael has interacted with hundreds of businesses. After beginning his career in the St. Louis market in sales, Michael quickly moved up to sales and operations management.
He then moved to Chicago to run another B2B wireless sales organization. Throughout his tenure, he has successfully worked with his teams to leverage wireless devices and deliver solutions to customers.
In 2006, Mr. Courter came to Actsoft to lead the Midwest market, and in 2008 he moved to headquarters in Tampa, Florida. His goal has been to provide maximum value and ease-of-use to all of Actsoft’s clients.
Dmitri Korotkevitch, Director of Development
Dmitri joined the Actsoft team as a Software Developer in 1999 with an already impressive portfolio. He was an original member of the Comet Tracker design team (Actsoft’s flagship product). Ten years later, as Director of Development, Dmitri leads the ongoing development process as a System Architect. He is an integral component of Actsoft’s constant evolution to meet and exceed ever-changing market demands.
Dmitri is a Microsoft SQL Server MVP and holds a Master’s Degree in Computer Science. He also has a Microsoft Certified Master certification.
Actsoft Inc.
Tom Mitchell, Founder & CEOMr. Mitchell started Actsoft in 1996 as a custom software development company. Actsoft quickly seized an opportunity in the transportation industry, servicing same-day delivery companies. Tom has relentlessly sought and positioned strategic professionals within his organization to ensure that customers, partners and employees alike have the best experience possible.
Actsoft now employs approximately 180 employees, markets several lines of software, and has established relationships with all of the major US carriers and several international carriers. Tom has molded Actsoft into an industry leader and has successfully accomplished this with little outside investment. Actsoft continues to remain a profitable company partnering with new carriers and customers, while expanding its base of GPS solutions.
Mr. Mitchell is a high honors graduate of the University of Florida with a degree in Building Construction.
COMPANY EXECUTIVES
Actsoft CX - Global Customer Experience Center | Next-Level Support. Unmatched Value.
6Customer Experience Welcome KitActsoft CX - Global Customer Experience Center | Next-Level Support. Unmatched Value.
Greetings,I’d like to take this opportunity to welcome your company into our Actsoft CX - Customer Experience family.
Our name, “CX”, says it all. We are keenly focused on providing exceptional support and service experiences for our customers.
This “Welcome Kit” outlines our teams and all the ways we’ll help you use our products effectively and efficiently.
We look forward to providing you with product insight, best practices, project management and tech support you need to improve your business operations.
Thank you.
David KnightVice President, Customer ExperienceActsoft CX – Global Customer Experience CenterNext Level Care. Unmatched Value.
Actsoft Inc.
Actsoft Inc.
1.1
About Actsoft CX
8Customer Experience Welcome KitActsoft CX - Global Customer Experience Center | Next-Level Support. Unmatched Value. About Actsoft CX
Teams/Leadership
2.1
Actsoft CX LeadershipDavid Knight Vice President, Customer Experience20+ years of customer, digital and operations experience2 years at Actsoft
Jennifer BerrothManager, Team Performance9 years at Actsoft
Brian LeonardDirector, Strategic Accounts Team16 years at Actsoft
Johanna GonzalezSupervisor, Customer Performance Team2 years at Actsoft
Mary Kimari Director, Professional Services Team14 years at Actsoft
Brian DanaherManager, Tech Support Team9 years at Actsoft
Actsoft CX is four customer-focused teams aligned to deliver a cohesive and rewarding Customer Experience.
9Actsoft CX - Global Customer Experience Center | Next-Level Support. Unmatched Value. Customer Experience Welcome Kit
Custom forms, reports, graphs, API and systems integration that improve the customer’s operational efficiencies.
2017 YTD Key Stats*24,520 Subscribers Benefitted from Completed Projects
High-touch enterprise customer management, proactive maintenance and client strategy development.
2017 YTD Key Stats*99% Customer Retention
Proactive customer services and analysis that improves the customer’s business operations and product usage.
2017 YTD Key Stats*98.6% Customer Satisfaction
Resolving inbound customer support issues, deploying predictive solutions and app/device troubleshooting.
2017 YTD Key Stats*99.5% Customer Satisfaction0:18 Seconds Average Speed-to-Answer
Customer Performance Tech Support Strategic Accounts Professional Services
*Jan-May 2017
Teams Roles/Key Stats
2.1
About Actsoft CX
10Customer Experience Welcome KitActsoft CX - Global Customer Experience Center | Next-Level Support. Unmatched Value. About Actsoft CX
Customer Needs Actsoft CX Delivers
To improve day-to-day operations.
Business operations, mobile device and app product Knowledge that helps customers run their businesses more efficiently.
Friendly, helpful people who care about their business.
Highly trained, dedicated Customer Advisors with a ‘concierge mindset’ who provide best practices to customers over the long-term.
To be more than just an “account”.
Intense focus on Call Quality. Customer Advisors who ‘own’ each customer inquiry and are measured by the customer’s success.
Fast support resolutions.‘Speed-to-Answer’ SLA for inbound support calls is 0:30 Seconds.
Best practices for using the product.
Customer Advisors proactively monitor usage and alert customers of any usage Red Flags.
ValueProprostion
2.3
Tech Support
12Customer Experience Welcome KitActsoft CX - Global Customer Experience Center | Next-Level Support. Unmatched Value. Tech Support
Execution – Resolve inbound support issues – Determine priority level of support
issues and act accordingly – Troubleshoot product, device and
system support issues – Outbound resolution calls – Support education – Evaluate support issues for
escalations to the QA and Development teams
– Predictive analysis – Support reporting
Key Information – Monday-Friday – 8:00 AM – 6:00 PM (EST) – (888) 732-6638 – (813) 936-1511 – [email protected] – Closed on selected U.S. holidays – After Hours: “Get Help” link
provides steps for troubleshooting basic issues and information.
– SLA: 98% Execution – SLA: 0:30 Seconds for Average-
Wait-Time – SLA: 1-Hour Email Response
(except holidays and weekends).
Customer Value – No long wait time when calling to
report a support issue – Customer Advisors who are
empowered to resolve your issue right away
– Remote access to customer’s computer screen for fast analysis of issue
– Customer Advisors who use knowledge about the product, apps, IoT devices, smartphones, SQL, networks and your business vertical to resolve support issues
Tech SupportBrian Danaher, Manager
Customer Performance
14Customer Experience Welcome KitActsoft CX - Global Customer Experience Center | Next-Level Support. Unmatched Value. Customer Performance
Execution – Proactive customer outreach for
usage recommendations and performance check-ins
– Product onboarding – Product implementations – Managed Services – Account maintenance – Account reconciliations – Customer education – Usage Red Flag analysis – Launch new customers – Provide valued services for
existing customers
Key Information – Monday-Friday – 8:00 AM – 6:00 PM (EST) – (813) 936-2331 – Closed on selected U.S. holidays – New customer specialists are
assigned to help customers during their first six month
– After six months, each customer receives a dedicated Customer Advisor for the life of their product usage
Customer Value – Customers get a high level of
productivity right from the start – Customer gets subject matter
experts for each phase of their product usage
– Usage ‘Red Flag’ analysis alerts customers of existing usage issues as well as the potential for future issues
– Customer Advisors who know your business, understand your goals and are rewarded when you achieve success
Customer PerformanceJohanna Gonzalez, Supervisor
Professional Services
16Customer Experience Welcome KitActsoft CX - Global Customer Experience Center | Next-Level Support. Unmatched Value.
Execution – Custom product, API and systems
integrations into the customer’s business operations
– Custom projects for custom forms, reports, ad-hoc reports, advanced wireless forms, graphs and dashboards/KPIs
– Project scope documentation – Statements of Work – Integration consultations – Tech support for integration
projects – 3rd party integrations – Development projects
Key Information – Monday-Friday – 8:00 AM – 6:00 PM (EST) – (813) 936-2331 – Closed on selected U.S. holidays – 3-hour min. purchase – Work executed upon receipt of full
payment – Remote services only – Free 1-hour consultation – Services
– Ad-Hoc $300.00 – Custom Wireless Forms $300.00
– Price reflects minimum of 3 hours that must be purchased.
– Additional hours required beyond the minimum hours per project will be billed at $100/hour rate.
Customer ValueCustomers benefit from highly trained experts, fast turnaround times and affordable, competitive prices.
– Streamline data from multiple modules for smart business decisions
– Convert paper forms into digital format to reduce operating costs
– Reports that aggregate quantifiable data for easy analysis of key performance metrics.
– Save time and money by outsourcing to affordable experts
– Request form, discovery call and Statement of Work insure that project is documented, correct and delivered on time
Professional Services
Professional ServicesMary Kimari, Director
Strategic Accounts
18Customer Experience Welcome KitActsoft CX - Global Customer Experience Center | Next-Level Support. Unmatched Value.
Execution – Enterprise-level customer
engagement and performance – Enterprise-level product best
practices – Implementations – Customer Onboarding – Configurations – Tech support – Strategy consultations – Project scope/plans – Project management – End-user training – Feature request evaluations – Vertical usage best practices – Account reviews – Account maintenance
Key Information – Monday-Friday – 8:00 AM – 6:00 PM (EST) – (813) 936-2331 – Closed on selected U.S. holidays – Customers with 100+ users or
units are automatically enrolled in the Strategic Accounts group
– 24/7 “Emergency” support
Customer Value – Most tenured Customer Advisors
who understand the business objectives and challenges of enterprise-level customers
– Best practices shared across all enterprise level customers
– Dedicated and empowered Customer Advisors who know your business vertical well
– Personalized attention – Database expertise – Professionals who leverage
analysis to predict and alert customers of product usage Red Flags
Strategic Accounts
Strategic AccountsBrian Leonard, Director
Team Performance
20Customer Experience Welcome KitActsoft CX - Global Customer Experience Center | Next-Level Support. Unmatched Value. Team Performance
Execution – Improves the individual Customer
Advisor metrics and customer satisfaction scores
– Trains on ‘customer experience’ values
– Oversight operational processes that are used by Customer Advisors
– Assists in the coaching of Subject Matter Experts
– Conducts “Performance Check-Ins” with Advisors
– Counsels team members on skills development
– Develops motivational events and coordinates CX logistics
– Manages the Level Up education program
Key InformationDedicated CX leader who empowers Customer Advisors to execute support, services and tasks at a high level
The CX leader provides performance coaching, training and evaluations for three CX teams:
– Tech Support, – Customer Performance – Strategic Accounts
Customer Value – Customers Advisors who are
continually trained to have a ‘concierge mindset’, so they can go above and beyond to assist customers
– Customer Advisors who undergo 30 minutes a day of learning, so they can proactively assist customers in achieving their operational performance goals
– Customer Advisors who are focused on delivering exceptional customer experiences
Team PerformanceJennifer Berroth, Manager
Customer Focused/Onboarding
22Customer Experience Welcome KitActsoft CX - Global Customer Experience Center | Next-Level Support. Unmatched Value. Customer Fosuced/Onboarding
Self-Serve TroubleshootingActsoft CX has an After Hours Support page that empowers our customers to use “self-serve” support troubleshooting steps for basic and most common support questions.
– Visit Actsoft.com – Click “Support” – Click “Get Help” – Use the troubleshooting form to resolve
basic support questions. – Use the buttons in the “Resolutions” area
if the troubleshooting did not resolve the issue.
– Complete the “Customer Information” form and submit it. We follow-up starting at 8:00 AM (EST) the next business day.
– Use the “Search” bar on the page to find more education, information and videos our about products and services.
Customer Focused
8.1
OnboardingActsoft CX uses years of experience and knowledge about products, devices and business operations to conduct successful customer onboardings.
Onboarding Call – Basic navigation of the product’s web
portal. – Features and functionality of app and
web portal. – Deep dive on the feature that is a priority
for the customer’s primary business challenge.
– Training tutorials within web portal. – Training videos within the web portal. – Contact information for support issues. – Explain next steps. – Explains the customer survey.
Account ReviewsDedicated Customer Advisors on the Strategic Accounts and Customer Performance teamsprovide scheduled Account Reviews and Quarterly Business Reviews to keep customers on track.
Account Reviews Include – Strategic profiling – Strategic plan execution analysis – Deep-dive review of product usage,
account reconciliation, vertical analysis, benchmarking projects, status of achievement of company goals and objectives and evaluations of company operations that could be improved with additional features within the product.
23Actsoft CX - Global Customer Experience Center | Next-Level Support. Unmatched Value. Customer Experience Welcome Kit
Encore Onboarding Process
CustomerOnboarding
8.2
Customer Fosuced/Onboarding
Customer Comments/Goal
25Encore Support Welcome Kit
Customer Comments
“Actsoft is the model for customer service, you guys kill it every time. Love my Actsoft.”
“I appreciate the prompt response and fast resolution of my technical matters.”
“I have nothing but compliments for Actsoft. Their customer support is the best I’ve ever experienced.”
“Thanks Comet Tracker team. I love that I can always count on quick and efficient resolutions to my questions.”
“As always it is a pleasure working with the Professional Services Department.”
“Easy to reach, great service and attitude.”
“Thanks for keeping us up and running.”
“It’s always great to work with you guys. Thanks.”
“As always, great support team. Thanks.”
Customer Comments/Goal
Actsoft CX delivers “exceptional” Customer Experiences
Top 10 Most Common Survey Comments
1. Helpful2. Knowledgeable3. Responsive4. Pleasure to Work With5. Friendly6. Prompt7. Patient With Me8. Best Customer Service9. Easy to Work With10. Professional
Analysis of nine months of 2016 customer surveys.
Actsoft CX - Global Customer Experience Center | Next-Level Support. Unmatched Value.
Acknowledged and respected as one of the best Customer Experience companies in the world.
Actsoft CX Goal
26Encore Support Welcome KitCustomer Comments/GoalActsoft CX - Global Customer Experience Center | Next-Level Support. Unmatched Value.
Actsoft CXGlobal Customer Experience Center
Powered by Actsoft Encore Support Webpagewww.workforce.actsoft.com/encore/support
After-Hours Support Troubleshootinghttp://explore.actsoft.com/after-hours-support/
Encore Tech SupportMonday-Friday 8:00 AM to 6:00 PM