Company: Church & Dwight, Ewing Township, NJ
Nomination Submitted by: TechSee
Company Description: Church & Dwight has been making millions of consumer product since 1846. They are a $4.9 billion public company and one of the fastest-growing in the consumer packaged goods space. They're operate dozens of instantly recognizable brands such as ARM & HAMMER™, Trojan™, First Response™, Nair™, Spinbrush™, OxiClean™, Orajel™, Vitafusion™, Batiste™, XTRA™, WaterPik™, Flawless™ and ZICAM™ and more.
Nomination Category: Customer Service Awards Success Categories
Nomination Sub Category: Customer Service Success - Other Service Industries
 Nomination Title: Best Use of Technology in Customer Service
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated organization, OR written answers to the questions? (Choose one):
Written answers to the questions
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 61 words used.
ARM & HAMMER™ Baking Soda became so well known for its gentle cleaning power that when the Statue of Liberty’s 100th anniversary was approaching on July 4, 1986, ARM & HAMMER™ Baking Soda was chosen to clean and beautify it. One hundred tons of baking soda was used to remove 99 years of coal tar without damaging the delicate copper interior.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 199 words used.
Church & Dwight is one of the world’s oldest consumer packaged goods companies. Best known for their ARM & HAMMER™ line, Church & Dwight has been making globally recognized products enjoyed by millions since 1846, now operating 15 power brands including ARM & HAMMER™, Trojan™, First Response™, Nair™, Spinbrush™, OxiClean™, Orajel™, Vitafusion™, Batiste™, XTRA™, WaterPik™, Flawless™ and ZICAM™. Added to the S&P 500 in 2016, Church & Dwight is one of the fastest growing CPG companies, worth over $4.9 billion.
Over the last 175 years their success can be attributed to a continued focus on bringing new, innovative, and sustainable products to the market. ARM & HAMMER developed the first phosphate-free detergent in response to scientific studies showing the negative impact of phosphates on water in our ecosystems. Each year roughly 40% of their consumer product sales come from new innovations. By introducing new products and maintaining a high-quality service threshold, the Church & Dwight customer service teams are challenged to manage call volumes, and support more customers while staying up to date on all their products. In order to maintain this high-quality service threshold and customer satisfaction, they found a technology solution to help support their team.
- Outline the organizations customer service achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 221 words used.
Church & Dwight partnered with the leading computer vision technology company TechSee to introduce a live video and augmented reality platform, turning their call center into an interactive customer care support team. Their agents can see in real time what the consumer is calling about. By adding video and AR they can help consumers use their products better, identify areas of improvement for new product development, and collect visual feedback for their product design team.
Having the ability to collect real time feedback allows the Global New Products Innovation team to collaborate closely with Brand Marketing, Marketing Research and R&D to identify consumer needs and develop effective solutions, delivering brand new products and improvements to products consumers already know and love more quickly and efficiently than their competitors.
C&D’s customer success team fields tens of thousands of calls every month. By utilizing live video and AR the team was able to drive first call resolution to above 93% and cut the customer case evaluation time from months to minutes as information is now captured using video and images, freeing customers from having to physically mail back products to verify the issue. Their overall NPS has seen an increase to above 50 pts., participation in after-call surveys above 48% and has contributed to cost savings by reducing the volume of returned products.
- Explain why the customer service achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 60 words used.
By arming their support team with video and AR, Church & Dwight has made drastic improvements in their call centers allowing the team to resolve issues faster and collect and provide product feedback expeditiously, resulting in their ability to innovate and deliver new and improved products more quickly than their competitors. Thus, improving overall customer satisfaction, ROI, and brand loyalty.
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