Company: Achievers
Company Description: Achievers is an employee social recognition solution that helps companies recognize brilliant performance and empowers employees to choose their own rewards. Achievers designs, implements and manages employee recognition programs on our Software as a Service (SaaS) platform. Our programs include logistical support, international customer service and account management.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Team of the Year

Nomination Title: Member Experience LOVE

Tell the story about what this nominated team achieved since January 1 2011 year (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

“We’ll stop at nothing to make sure your employees love everything about their experience!” -Razor Suleman, Founder & CEO, Achievers

Love Guarantee:

The Love Guarantee is a guideline that allows the Achievers Member Experience team to go above and beyond ensuring that each member’s interaction with this program is a positive and rewarding one.

Achievers calls its customer service department Member Experience (ME). Members are defined as the users of the interactive recognition platform. Member happiness is the most important metric within our organization as we know it is our members who determine the satisfaction of our customers. Motivated and engaged employees continue to receive points from their managers and peers, thus being a win-win relationship between us and our clients. Our clients are achieving their program goals (i.e. higher performance and revenue as well as meeting specific business objectives), their employees are happy because they are redeeming for rewards that are meaningful to them, and Achievers is achieving its own business objectives. Since Achievers’ inception in 2002, it has experienced 1% churn.

Achievers ’ ME department offers the leading service-oriented culture within the rewards and recognition industry stressing the importance of our customers and ensuring they love their experience with us. Achievers’ net promoter score is consistently above 80% and our members very often write in telling the ME department how much they loved their reward redemption experience.

Staffed with only two people in Jan 2009, the team has grown to just under twenty.

With the implementation of Salesforce, we have integrated ALL forms of customer support (email, phone, web, internal systems) and consolidated into a one case management system for member issues. This has resulted in improvements such as:

• Case resolution times dropped to 1.915 days from sometimes being as high as 26 days.
• Over 85% of member and order inquiries are resolved completely within 5 business days – compared to approximately 10 days one year ago
• High priority cases/clients are now 100% addressed within 24 hours
• 37% improvement on case handling volumes per week in the past quarter
• High satisfaction rating: only 3.47% of contact us with questions or inquiries/issues
• 81% Growth in items shipped
• Support more than 125,000 active members
• Successfully responded to more than 36,000 member inquiries
• Able to provide service in 8 different languages
• Provided extraordinary concierge service to over 90 members
• More than 580 Raving Fans with a 92% feedback rating
• Average ship time – 3.5 business days (or 80% orders shipped within 2 business days) – complete estimates based on best available data.

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Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:

Rhonda Bosch is the Director of Member Experience at Achievers. As a highly accomplished Executive manager and Consultant with more than 15 years of call centre, technology, project management, financial and marketing experience, Rhonda brings a high degree of knowledge and expertise to the team. With previous experience working for RBC Royal Bank and as an entrepreneur, Rhonda is equipped with the proven ability to reduce costs while driving corporate efficiencies while maintaining and excelling at service excellence. Rhonda’s passion for people happiness is contagious among the team.