By: Jesse Morgan
“Excellence is an art won by training and habituation. We do not act rightly because we have virtue or excellence, but we rather have those because we have acted rightly. We are what we repeatedly do. Excellence, then, is not an act but a habit.”
Our Director of Service, Sean Devereaux, recently wrote a piece on the restructuring of the Department. In his article, Reinvention: Customer Service to Customer Experience Sean describes the group changes within the department, from the calling in with a Service Request to escalations and the Customer Advocate role. As stated in his piece, this was all done to meet the real-time service demands of our clients.
This restructuring endeavor launched March 1st of this year, which is Day 1 of FYE 2017 for Tech Electronics. On this same day, I assumed the new role of Customer Experience Manager and was made responsible for the newly formed Customer Experience Center. Fast forward to today where we find ourselves in our second quarter of the restructure. We find ourselves asking several questions. Were the first 90 days successful? Has it impacted our Customers in a positive way?
I can only answer this by going over the data around the initial KPI’s we established based on feedback from our clients on what was most important to them when dealing with a service issue.
These items include:
• 1st Call Resolution
• Remote Resolutions
• Same Day/Next Day SLA’s
• Faster start to end processing of requests
Keeping these measures in mind, we created the associated KPI’s and braced for the results. We were ready to make changes at any time to ensure we corrected issues that might send our numbers in the wrong direction. We also set the expectations, for ourselves and the team, that this was new to all of us and the first 90 days would be a “getting familiar” period. The results we saw were very surprising, to say the least.
Time to Respond, Service and Resolve –
As demonstrated by the numbers above, the restructure has been a success. Our clients are now seeing Same Day/Next Day responses to their issues, higher 1st Call Completion Levels (89%) and remote resolution in over 30% of calls placed. All of this leads us to some of the highest Customer Satisfaction ratings ever experienced for the Service Department; our last Net Promoter Score was a 90! With a focus on continuous improvement and a team that is becoming more accustomed to the new approach every day, I can only imagine where we will be over the next year.