Broadview Networks
Company: Broadview Networks, Rye Brook, NY
Company Description: Broadview Networks is a progressive business communications provider that employs the latest technology to satisfy unique customer requirements. From traditional voice/data connectivity to hosted and premises- based VoIP and professional services, Broadview delivers the total solution for business communications to businesses throughout the Northeast and Mid-Atlantic U.S.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: Relationship Management Solution – New
Nomination Title: Broadview Network's CustView Application
Tell the story about this nominated product or service (up to 500 words). Describe its function, features, benefits, and sales to date. You may include hyperlinks to product photos and data sheets. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:
Introduction
In early 2010, Broadview Networks embarked on an application development
targeted at improving its customer visibility and support. Leaders at
Broadview knew that the key differentiator in a competitive environment is the
delivery of a consistently high standard of customer service. Communications
with customers can be challenging, because necessary information may be
located in different places and is not always easily accessible. Since
multiple departments may interact with customers at different times,
consistency and overall visibility of information afforded to different
contacts with the customer can also vary.
Scope of the Initiative
After collecting data points from customers and subject matter experts, it
became evident that there was a need for Broadview employees across
departments to be able to view a uniform summary of an account’s status,
capturing data from multiple sources, and providing a consistent and impactful
communication with the customer.
The summary would need to be:
· Viewable by all customer-facing individuals and contain information
that’s exactly the same when viewed by anyone from any application or system
used within the company.
· Quickly accessible to any customer-facing individual.
· Easy to view and understand for any customer-facing individual.
· Include the key information most useful when communicating with
clients.
Through the hard work of Broadview’s Information Services (IS) team, the
CustView account summary was born. At a high level, CustView provides the
user with the following information:
Customer Information- age of customer, account value measures (e.g. average
revenue), last invoice amount, and products utilizing.
Account Owner Information- including interaction history and the ability for
anyone having access to create a follow-up for the account, directed to the
account owner.
Trended Revenue and Services Counts of the account over a 12-month history
owner.
Trended Customer Pulse Information- pulse of customer for overall experience
as well as experience from repair, finance, billing and a customer service
perspective.
Customer Satisfaction Scores from surveys compared to scores from the overall
base reported on a real-time basis.
Innovation
What makes the CustView initiative truly innovative is that it’s cross-
functional. The CustView summary screen gives every employee access to basic
customer information that previously was scattered between systems and kept in
departmental silos. As part of the system, measures were formulated using key
points of data and statistical analysis to determine a simple but
comprehensive “pulse point” that quickly tells a customer-facing employee the
relative health of a customer, providing insight into how best to serve them.
To address the communication gap between departments, Broadview’s IS team
developed a “Create Follow-up” tool. This interface allows any employee who
is in communication with a customer to create a follow-up or task to be
performed by the account owner, which is added to the owner’s task list and
tracked by their manager.
Business Value
Broadview employees are using the new interface at an increasing rate, and are
enjoying the new capabilities it provides. As a result, customer loyalty, a
leading predictor of retention, is on the rise. Since deploying CustView,
Broadview has seen a 20% increase in customer perception of the quality of our
customer interactions.
List hyperlinks to any online news stories, press releases, product reviews, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:
Provide a brief (up to 100 words) biography about the leader(s) of the team that developed this nominated product or service:
Kaushik Bhanderi serves as Managing Director in the Information Systems
division of Broadview Networks, a nationwide provider of voice and data
communication services. Mr. Bhanderi has over 20 years experience in all
aspects of system delivery and has become known for his applied use of next
generation technology to business process automation. Mr. Bhanderi has led
several large-scale development teams and, through his system deliveries, has
helped companies achieve record setting sales and customer retention levels.
Mr. Bhanderi is Project Management Professional (PMP) certified, received a
Master's Certificate in Project Management from Drexel University, and is a
practicing 6-Sigma Black Belt. Kaushik Bhanderi holds a Bachelor of Science
degree in Electrical Engineering and a Master of Science degree in Information
Systems.