Company: Code42, Minneapolis, MN
Entry Submitted By: Haberman
Company Description: Code42 is the endpoint data protection and management company that provides secure, integrated file sharing and backup at work, at home and everywhere in-between. The company’s award- winning products have become the gold standard for the enterprise, trusted by the most recognized brands in business and education, including Expedia, Procter & Gamble, Genentech/Roche and Harvard.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Award for Innovation in Customer Service - Computer Industries

Nomination Title: Code42’s Customer Experience Team

Tell the story about your organization's innovations in customer service since the beginning of July 2013 (up to 650 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:

Code42 has reengineered what was already a strong customer support function into a model of customer engagement. Established in March 2014, the company’s Customer Experience team was designed to bring the customer experience into the forefront, align product quality assurance to real-world customer problems, and flatten the vertical barriers across Code42’s customer support, quality assurance, and documentation departments. Working alongside the company’s Customer Champions (customer support team), the Customer Experience team is focused on improving the overall customer experience—from inception of an idea, to support of that idea, to official documentation—and ensuring that the Code42’s “Customer First” mentality continues to be a priority.

Code42 launched the Customer Experience team initiative with a week full of company-wide activities, customer team recognition and speeches from the company’s CEO and COO. As all employees were able to participate in this unique event, it created excitement for the Customer Experience team and showcased Code42’s commitment to providing premier customer service.

The Customer Experience team is helping Code42 achieve near-perfect customer satisfaction and retention levels. Year-to-date, the company’s enterprise customer satisfaction level this year was 97 percent, and its enterprise customer retention rate was 98 percent.

Now that quality assurance, customer support and documentation are under the same umbrella, Code42 is always up to speed regarding potential issues with product or upgrade releases. “Historically, product releases were challenging training and communication events for support; under Code42’s new customer support structure, the Customer Experience team is very much active participants within the process,” notes Xander Broeffle, Code42 Customer Champions Manager. Additionally, Customer Champions are now able to better predict potential support problems and provide quicker turnaround when resolving issues.

The Customer Champion team regularly rotates throughout the Customer Experience team, particularly when a new product release is in development. This has allowed the two teams to be more prepared for future releases, provide unique career experiences and advocate for the customer through all areas of the company.

With the Customer Experience team serving as content experts for documentation authors, documentation updates are also quicker and more efficient, and the total number of support tickets has been trending downward because customers can easily find information online before the need to engage Customer Champions.

Other significant customer engagement-related achievements since July 2013 include Code42’s Cadet Program, a unique initiative designed to inculcate new employees in the vital role of front-line customer support; all new employees start by spending several days embedded with members of the Customer Champion team. Customer Champions have increased engagement by attending trade shows and demonstrating Code42’s products. This unique opportunity gets the Customer Champions out from behind their desks and has a direct effect on customers wanting to purchase Code42’s products.

In the past year, Code42 has also added another support desk to its U.S. and Australia operations—this time in the U.K.—to provide 24-hour global support. Code42’s dedication to offering local call support to customers is an impressive differentiator from competitors who often offshore entire customer service departments.

Not only are the company’s customer satisfaction and retention rankings off the charts, but a recent survey to Code42’s business customers by research firm TechValidate really did “validate” just how happy customers are with the “customer experience” they receive. A few highlighted quotes:
-“10 out of 10: The service and support are incredible.”
-“10 out of 10: Love everything about CrashPlan and the support that comes with it.”
-“10 out of 10: The tech support has been wonderful.”
(Source: http://www.techvalidate.com/portals/code42-team)

For fast-growing companies, it’s always a challenge to ensure that customer support gets the focus and resources it deserves. But Code42’s support initiatives—and the great satisfaction and retention results that are being generated—demonstrate that it’s possible.

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