Six Companies Share Their Secrets to Digital Customer Experience Success
Today’s customer is ever-changing. Increasingly mobile, unpredictable, and demanding, the new breed of consumer has the world at its fingertips. What’s more, today’s mobile consumer creates and controls Internet content. With the wide reach social platforms provide to any given customer, first impressions have never been so important. Convenience and flexibility are key, to the point where the best customer experience is often the experience that involves customer contact the least.
In order to respond to these rapidly evolving customer demands, today’s business must be ever-changing as well. Allowing customers to communicate in whatever method makes the most sense for them (whether it’s voice, email, chat, SMS or social media) has transformed from a unique competitive differentiator to an absolute requirement. In fact, today’s customer experience must go beyond customer communications to leverage the power of machine-to-machine interactions via the Internet of Things.
Here are six businesses from a variety of industries that are getting it right. See what kinds of results they’re getting from the changes they’ve made, what they have to say about their customer experiences and ultimately—how they got there.
Red Funnel Ferries
After changing the way it handled customer contact, Red Funnel Ferries saw customer compliments rise 116 percent while complaints fell 16%. They also started enjoying improved staff productivity and response times, as well as the ability to proactively communicate with customers regarding important changes. Here’s what their contact center manager had to say about it.
“The contact center system enables Red Funnel to proactively support customer engagement strategies that enhance and strengthen our brand identity and lets us freely communicate information about service disruption proactively, which subsequently reduces the inbound call volumes in the event of delay and/or cancellations to service.” —Chris Elliott, Red Funnel’s Contact Center Manager
As part of their upgrade, Centrinex improved agent utilization and response times; improved the end customer experience and satisfaction; and started offering broader and more differentiated services to their clients—all while enjoying a serious boost in scalability to facilitate major growth.
“It’s an easy decision for me now to want to grow to 1000 people, 2000 agents, 4000 agents…[we know our] solution will be able to grow with us.” —Bart Miller, CEO & Founder, Centrinex
Aerial Capital Group
In updating their customer experience approach, Aerial Capital Group realized some very measurable results, starting with an annual savings of AUS $1.2 million. They improved customer service, call handling and added the ability to develop custom smartphone apps, but some of the most compelling numbers are in Aerial’s quote below.
“Calls at Aerial are handled in 42 seconds, with the IVR handling 42 percent of all calls and only 4 agents now required in the call center at any one-time, creating annual budget savings of $1.2 million.” —Mark Bramston, Aerial Capital Group
La Citadelle Regional Hospital
For Citadelle, appointments and scheduling area a central part of everyday business. So it was a godsend when they were able to dramatically decrease missed appointments, reduce customer wait times, offer new appointment-related services, and handle more calls with the same number of agents. They were also able to extended their reach to new customers and made improvements to their internal organization.
“Mitel developed a user-friendly solution that makes call handling and appointments more transparent. It’s crucial to reduce as much as possible the threshold of access to medical care. In this perspective, Mitel’s technology helps us.” —Nathalie Duliba, Supervision Manager, La Citadelle Regional Hospital
Simplification was the name of the game for Hotelbeds, who enjoyed reduced costs with free internal calling between company locations, simplified maintenance and configurability, enhanced call management, distributed agents and of course—improved customer service.
“Each contact center provides different services to different customers, but the technology is the same for all of them.” — Juan Luis Pujol, IT Logistics Services Manager, Hotelbeds
“We are also working to integrate multimedia capacities in our contact centers and CRM. With over 60 percent of invoicing coming from online channels, e-mail is an important channel of contacting customers. At the same time, other functions such as click-to-call and click-to-chat will become gradually more important in the field of communication.” —Adi Merzbach, IT Infrastructure Manager, Hotelbeds
Swanson Health Products
After deploying modern contact center and digital customer experience technology, Swanson increased employee productivity, improved customer service, forecasted staffing levels more accurately and started offering a broader range of service for customers through their newfound digital capabilities. This is what they had to say about their setup.
“MiContact Center is one solution to track and analyze all your calls, emails, and chats. As a call center function, we are totally lost without this capability. The MiContact Center real-time screen is the lifeline of our call center.” —Patty Westland, Call Center Director, Swanson Health Products
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