Customer after customer service representatives, you are not satisfied: the Nicor national plans and a home warranty provider of energy management, customer experience, management believes that he went down.
Barbara Porter, business development and client services from Nicor vice president, "we have created the environment for employees, what the customer experience," he said.
This policy is to begin a review of its customer service operations, the company recently guided. The company, customer satisfaction and service representatives to assess customer feedback and software for Software Inc. is based on loyalty. Based on this information, the first of a dozen front-end software to combine existing systems Ciboodle sword out of a plan for universal mounting. Over time, instead of some legacy applications, Porter said.
Distributed this summer, according to Porter's sword Ciboodle software, including the average amount of time the company, call center and reduce some of the basic indicators of employment helps to reduce training time.
Naperville, Illinois Nicor National Nicor Inc. A subsidiary of one year, said the treatment of one million customer interactions. For several years the company has purchased or built in customer service to help customers with the required information for each sales operations, finance and services, has developed numerous assistance systems. Results 11 systems, up to a maze of complex customer service processes that were at the beginning of suffering.
"If you add them to our customers for service systems, it will be difficult," said Porter.
Plans to improve satisfaction, data forms
Customer satisfaction and loyalty since 2009 Nicor was followed by the software agent. Customers and agents interviewed once every three months, and questions aimed at determining factors drive satisfaction. Aim to use these data to determine how to improve the customer experience was.
Retention tool wear is just a guess until then I had the support of data - when the agents are stressed or overworked, there was a significant decrease in customer satisfaction. "[Working] we meet increasing employee engagement, customer satisfaction is increased whenever the" Porter said. "Employee loyalty goes down, and then you can go further to see what is causing the collapse."
Most relationships bring to the company about this "intuitive knowledge" of the "final balance, we are able to link the dynamic transformation has been for us," he said.
This relationship is clearly came Nicor consider how their call center has helped to define. Easy solution to facilitate the activities of the representatives to focus on what is needed.
"One of the pieces of information in the [representatives] of service to our customers 11 systems eliminates the need to find out" happened? This”
After evaluating a variety of software options, the most cost effective approach for Nicor representatives no longer need to switch between a view to providing a unique customer profile determines what applications to install a front or dashboard. Porter said Nicor reduced to three options, one of these options to create your own office. Nicor refused to name the internal option from another supplier were Ciboodle sword.
"Without a lot of software customization required and the team took the time to understand the business, because it is able to do all that we have chosen the sword," Porter said.
Managing the customer experience for new features
Representatives for existing systems into a universal front-end and place the power of direct access are no longer working in a customizable dashboard. The software also offers some features that have Nicor Espada. The process of making recommendations to customers who purchase an application automatically calls the recommended model. An agent, even if the customer agrees to recommend to the model, explores the history of the customer to the representative of the opinion of the customer and customer buying options gift sets over products that may be interested.
One of the representatives of the main benefits of moving from the old system bogged down because the new system, maintenance is expected to decrease in the mean time. The objective of Porter in the meantime, there is a reduction of 35% of the general, he said. Representatives of the software is already using the first few weeks living in a reduction of about 10% of the total.
The sword and Ciboodle following a tool for measuring the initial reaction of the software that the commitment "to continue the process of change management."
Representatives of the customer service involved in the project from the beginning, because Porter is optimistic on the results of this survey.
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