Company: Iron Mountain - Boston, MA
Nomination Submitted by: IRON MOUNTAIN INCORPORATED-US
Company Description: Iron Mountain Incorporated (NYSE: IRM) is a strategic partner who cares for information and assets. A global leader in storage and information management services and trusted by more than 225,000 organizations around the world, including over 90% of the Fortune 1000, we protect, unlock, and extend the value of your work—whatever it is, wherever it is, however it's stored.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Over 100 Seats) - Business Services Industries
 Nomination Title: Iron Mountain's Contact Center
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- 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.
I am proud to nominate Iron Mountain’s Customer CARE Team for this award. Our team, comprised of over 2,000 dedicated professionals across North America, LATAM, APAC, and EMEA, serves over 60 countries and handles more than 8 million customer interactions annually through various channels, including phone, chat, email, and web self-service. We oversee every phase of the customer journey - from onboarding to offboarding - with care and precision.
-
The transformation of our team from a traditional contact center to a fully integrated Customer Care operation has been a game-changer.
-
By shifting from a reactive support model to a proactive, customer-centric approach, we have significantly enhanced customer satisfaction and colleague engagement.
-
As a result, we have achieved a 35% improvement in customer retention, a 40% boost in colleague engagement, and impressive business outcomes, including a 25% increase in revenue and a 20% reduction in costs.
This evolution demonstrates our commitment to not only meeting, but exceeding customer expectations, fostering a culture of continuous improvement, and driving positive business results. Iron Mountain’s Customer CARE Team has proven itself to be a leader in the industry, and we are excited to be considered for this prestigious award.
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 200 words used.
Our team faced significant challenges, including lack of structure, insufficient leadership, and unclear goals, which resulted in low engagement and declining performance. In early 2023, we embraced Lean Management principles, which became a turning-point for transformation. Thorough assessment of people, processes, and technology identified key areas for improvement. By streamlining operations and leveraging advanced technologies, we turned our team into a high-performing unit.
-
We adopted Lean practices to create a more structured environment, set SMART goals, and introduced consistent coaching, feedback, and performance inspections.
-
As a result, we saw an improvement in engagement, morale, and overall performance outcomes.
-
Embracing cutting-edge technologies such as automation, AI, machine learning, and Salesforce Voice has also played a crucial role.
-
Salesforce Voice empowers agents with real-time insights, enabling faster and more efficient service.
-
AI-driven tools help predict customer needs, reducing resolution times by 25%.
-
Additionally, our Customer 360 data provides a comprehensive view of each interaction, allowing agents to personalize their responses and resolve complex issues more effectively.
These strategic changes fostered more engaged and motivated teams, improving the customer experience and key performance indicators. With streamlined operations and support of advanced technologies, we transformed our team into a more efficient and customer-centric force.
- Outline the team's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 238 words used.
Our transformation has been guided by the five Lean lenses: Voice of Customer, Value Stream Analysis, Performance Management, Organization Skills, and Mindset Behaviors. Initially, there was lack of consistency in how results were captured and reported, and different teams had misaligned goals and metrics. The implementation of Lean prompted a necessary self-reflection across all levels, enabling us to identify and eliminate "waste" in time and effort, particularly activities that did not align with our goal of serving our customers.
-
As a result, we have achieved remarkable 53% improvement in Customer Experience (26-points) from 2023 through August 2024.
-
We leveraged Robotic Process Automation (RPA) to streamline repetitive tasks like data entry and transaction processing, reducing manual errors by 45% and boosting productivity by 35%.
-
Automation has allowed agents to focus on higher-value customer interactions, improving operational efficiency by 40%.
-
Key initiatives in transformation include the launch of Customer Support Center portal, which enables customers to self-serve on service issues and interact with agents via webchat.
-
The portal has achieved 85% CSAT and 90% CES.
-
We expanded omni-channel strategy by introducing WhatsApp as a service channel, delivering 90% CSAT.
-
Additionally, we partnered with NIIT, a Global Training organization, to develop customized digital training platforms.
Our Customer 360 capability, powered by Google Gemini AI, provides comprehensive views of interactions, allowing agents to personalize service and uncover opportunities for cross-selling and upselling. These efforts have strengthened customer relationships and driven overall success.
- Explain why the 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 team's past performance (up to 250 words):
Total 250 words used.
The transformation of our Team from a state of low productivity and negative customer experience to current high-performing status is nothing short of extraordinary. Initially plagued by a lack of structure, unclear goals, and poor communication, both internal stakeholders and external customers held negative perceptions of the team. However, through strategic use of AI-driven technologies, we have significantly improved operations and customer outcomes.
-
Chatbots and Virtual Assistants now handle routine inquiries, enabling human agents to focus on more complex issues.
-
Natural Language Processing (NLP) helps analyze customer interactions, improving Sentiment Analysis and Response Accuracy.
-
Predictive Analytics uses historical data to forecast customer behavior, allowing for proactive outreach and tailored services.
-
Automated Call Routing directs calls to the most suitable agents based on skills and performance, enhancing issue resolution times, while Speech Recognition and Analysis provides real-time transcription and insights into both customer interactions and agent performance.
-
Our Quality Assurance tools evaluate agent interactions for compliance and continuous improvement.
-
These AI capabilities have led to enhanced operational efficiency, reduced costs, and improved customer satisfaction.
-
With Salesforce Voice, agents now have access to real-time insights, reducing resolution times by over 35% and increasing satisfaction by more than 50%.
Additionally, our partnership with Emory University’s Goizueta Business School helped develop an AI strategy to identify cross-sell and upsell opportunities, driving approximately $500M in revenue. Through proactive service and data-driven insights, we have not only enhanced customer retention but also increased product coverage per customer, setting our CARE team apart as an industry leader.
- 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 250 words used.
This nomination highlights hard work, dedication, and innovation the Iron Mountain CARE Team brings to every customer interaction. We are proud to lead the way in transforming customer excellence with a technology-driven, human-centered approach. The attached documents demonstrate our progress from 2023 through August 2024, showing significant improvements across key metrics, including Customer Experience, productivity in every department, team member engagement, self-service and online support, as well as call, chat, and email support. We have seen an increase in team member retention, further reflecting our team’s positive transformation.
-
Our rewards and recognition programs have been central to this success. Through the launch of a formal Gamification program, associates can earn awards for meeting performance goals and compete in contests, driving a 20% increase in targeted performance.
-
We partnered with LinkedIn Learning to offer associates a personalized Learning & Development plan based on their career aspirations, with a goal of exceeding 15,000 learning hours in 2024 - which we are on-track to achieve.
-
Thanks to our Lean transformation and the adoption of innovative technologies, we have overcome significant challenges and achieved remarkable results.
-
Our team is more engaged, motivated, and effective than ever, as reflected in our improved employee Net Promoter Scores (eNPS), increased from -1 to +18, and a rise in internal stakeholder CSAT scores from 46 to 67.
These achievements are a testament to our team’s commitment to excellence.
2023 NA Care Metrics.pdf
2024 NA Care Metrics.pdf
IRON MOUNTAIN
WSJ Salesforce AI
Great Place to Work
| Attachments/Videos/Links: |
|---|
|
