Company: Intuit Canada
Company Description: Intuit is a global company creating financial management and tax software for professionals, small businesses, and individual use. Founded by Scott Cook in 1983, the company has expanded world-wide, headquartered in Mountain View, California. We are the Canadian division of Customer Success. Intuit Canada has previously won multiple Stevie awards for customer care.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Best Use of Omnichannel in Customer Service - Financial Services Industries
 Nomination Title: QuickBooks Self-Employed Omni-Channel and Support improvements
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2022, 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.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 190 words used.
- Intuit Canada is a business and financial software company that develops and sells financial, accounting, and tax preparation software and related services for individuals, small businesses, and accountants. Founded in 1983, Intuit is best known for its flagship products, which include:
- QuickBooks: An accounting software package designed to manage payroll, inventory, sales, and other needs of small businesses.
- TurboTax: A software package for preparation of income tax returns, aimed at individuals and small businesses.
- MailChimp: is a leading marketing automation platform offering email marketing, audience management, and analytics for businesses of all sizes
- Credit Karma: An online platform offering free credit scores, reports, and financial recommendations.
- Intuit's solutions typically aim to simplify tedious and complex financial tasks, leveraging technology to help users manage finances, optimize tax returns, and make more informed financial decisions. The company has grown both organically and through acquisitions, expanding its product offerings and market reach over the years.
- Intuit also emphasizes innovation and utilizes advancements in machine learning and artificial intelligence to enhance its products and customer experience. As a result, it remains a significant player in the financial technology sector, serving millions of customers globally.
- Outline the nominated achievement since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 228 words used.
In FY24, the Small Business Customer Experience team proactively tackled [REDACTED FOR PUBLICATION] customer experience KPIs. Through careful analysis of customer feedback and data insights, we identified two primary drivers of dissatisfaction: [REDACTED FOR PUBLICATION].
To address these challenges head-on, we implemented a data-driven approach that focused on two key strategic initiatives:
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[REDACTED FOR PUBLICATION]: Recognizing the importance of customer choice, we introduced an omni-channel support model [REDACTED FOR PUBLICATION]. This enhancement not only reduced customer friction but also significantly improved overall satisfaction levels, leading to a better experience for both customers and agents.
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[REDACTED FOR PUBLICATION]: By collaborating closely with Sales Operations, we developed an automated [REDACTED FOR PUBLICATION] process to seamlessly connect customers who had outgrown the QBSE product with knowledgeable QBO Sales Agents. This streamlined transition process empowered customers to find the right product for their evolving needs, resulting in a remarkable [REDACTED FOR PUBLICATION] conversion rate [REDACTED FOR PUBLICATION]
These strategic initiatives have driven significant improvements across key performance indicators, showcasing the power of a data-driven, customer-centric approach. Through cross-functional collaboration, innovative problem-solving, and a commitment to excellence, QBSE Customer Support has made a substantial positive impact on the overall customer experience and contributed to business growth.
- 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 123 words used.
[REDACTED FOR PUBLICATION]
Customer Verbatim
“I’ve often recommended your product to small business folks because it makes booking easy and it’s affordable. The customer service I received this week was prompt and kind! Awesome work! I could not believe how quickly I was called back. Your agent asked me what my problem was, gave me concise instructions and then fixed my problem in under 10 minutes. She also explained what I was doing wrong patiently so I could fix the problem myself in the future 10/10”
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 193 words used.
The achievements outlined showcase a remarkable turnaround in customer experience for QuickBooks Self-Employed. The highlighted key initiatives: Omni-Channel Testing; lead pass process, improved key performance indicators significantly. Demonstrating the impact of a data-driven approach and innovative solutions.
Our tNPS increased [REDACTED FOR PUBLICATION] between FY23 and FY24; our projected yearly NPS forecasting resulted [REDACTED FOR PUBLICATION] over forecast [REDACTED FOR PUBLICATION]. Our YTD NPS score is [REDACTED FOR PUBLICATION] above the Retently Technology & Services industry benchmark [REDACTED FOR PUBLICATION] above their First Call Resolution benchmark. [REDACTED FOR PUBLICATION]
Agent Testimonials
“Having effective phone support significantly eases customer service by providing immediate, personalized assistance, leading to increased customer satisfaction and loyalty. It allows us to directly communicate, enabling quick resolution of issues and personalized interaction, which are crucial in enhancing customer experience”
“[REDACTED FOR PUBLICATION]
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