Search past winners/finalists


  • MESA logo

EMKAY

How to EnterCompany: EMKAY, Itasca, IL
Company Description: Emkay is a provider of vehicle financing and management solutions to businesses throughout North America. Founded in 1946 and the 2nd oldest fleet management company in the nation, our focus is on operational excellence. As the industries only privately held, employee-owned company, our unique ownership enables a special personal pride in servicing our customers.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year - Other Service Industries

Nomination Title: EMKAY The New Standard In Client Support

Tell the story about what this nominated team achieved since the beginning of July 2012 (up to 525 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:

EMKAY is a top-ten national business-to-business provider of vehicle management services and solutions. With our core product being leasing, it often surprises people when we call ourselves a service company, not a finance company.

EMKAY’s “front–line” team provides value-added services daily to 700+ customers with 100,000+ vehicles under management. The team delivers a multi-faceted strategy dramatically reducing time spent on fleet while decreasing costs.

So, how is EMKAY different, better? EMKAY’s front-line isn’t just reactive, like typical customer service, it’s also proactive. This has been key to our success. Each interaction whether e-mail, phone, or the industry’s only on-line chat, is systematically tracked as a “case”. Not only do service personnel answer requests quickly – 91% within 24 hours, but they also focus on how we can add value through consultative strategies on every interaction. In 2013 we totaled over 67,000 cases and achieved an outstanding 27.2% cases having a cost saving recommendation. The result for our clients was over $55,000,000 in documented savings.

EMKAY has defined success by not stopping there. We have instilled a focus on forward progression with our front-line. This is defined through four key areas:

• Team-based Goals and Objectives Metrics
• Monthly Training and Development Program
• Walk-in-their-shoes Program
• Customer “Pre-briefs and De-briefs”

Team based Goals and Objectives Metrics

The “front-line” has a set of core goals that are linked to minimum standards and are tracked across all client interactions.

Results are:

• Average Speed of Answer:
o Expectation: 50% Results: 62%

• Inquiry Resolution Resolved in 24 Hours:
o Expectation: >85% Results: 91%

• First-Touch Resolution:
o Expectation: >80% Results: 96%

Each rep receives a personal monthly scorecard of results. These are then reviewed by Team Leads who meet personally with specialists to review their KPIs while developing individual self-improvement and quality enhancements.

Monthly Training and Development Program

EMKAY’s front-line team is passionate about results. Each month Service Leaders host certification training modules. These range from new customer integration procedures to vehicle intelligence. Our results are powerful. Many new company-wide initiatives have resulted like our most recent program - Car Geek Squad, whereas panel of specified experts are assembled with unique specific skills to help with customers needs. This has impacted customer satisfaction. Results: increased satisfaction from 93% in 2012 to 98% in 2013.

Walk in Their Shoes Program

EMKAY’s front-line acts as the liaison between operational personnel and customers. Therefore, it’s extremely important for the front-line to fully understand internal teams and processes. EMKAY’s walk-in-their-shoes program enabled front-line individuals to spend one day a quarter experiencing operational processes and procedures. This enabled teamwork, streamlined processes, and enabled more quality client responses. Results: increase of 6% scorecard quality scores improvement since implementing.

Customer Pre-briefs and Debriefs

EMKAY’s front-line has also positively influenced the way customers are managed externally. Within many companies External Account Managers don’t interact much with Internal Customer Service. At EMKAY we broke down these barriers and implemented “pre-brief” and “debrief” communication discussions. This helped improve teamwork and resulted in customer satisfaction survey results at 100% satisfied for 73 consecutive months.

 

 

Provide a brief (up to 125 words) biography about the leader(s) of the nominated team:

Chris Tepas currently serves as Chief Marketing Officer and Executive Vice President for EMKAY Inc. Tepas joined EMKAY in 1999 after completing his degree from Arizona State University and professional design training from the Art Institute of California – San Francisco. Tepas was promoted to Vice President of Sales in 2003, executive Vice President of Sales and Marketing in 2006, Executive Vice President of Client Services and Marketing in 2009.