Achievers
Company: Achievers, San Francisco, CA
Company Description: Achievers (formerly I Love Rewards) is passionate about employee rewards and Social Recognition. Our software helps engage employees and inspire performance globally. Achievers’ customers include Deloitte, 3M and Microsoft. Check us out on the web www.achievers.com.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year
Nomination Title: Achievers Member Experience Team Committed to Member Happiness
Tell the story about what this nominated team achieved since the beginning of July 2010 (up to 500 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:
“We’ll stop at nothing to make sure your employees love everything about their
experience!”
-Razor Suleman, Founder & CEO, Achievers
Love Guarantee:
The Love Guarantee is a guideline that allows the Achievers Member Experience
team to go above and beyond ensuring that each member’s interaction with this
program is a positive and rewarding one.
Achievers calls its customer service department Member Experience (ME). Members
are defined as the users of the interactive recognition platform. Member
happiness is the most important metric within our organization as we know it is
our members who determine the satisfaction of our customers. Motivated and
engaged employees continue to receive points from their managers and peers, thus
being a win-win relationship between us and our clients. Our clients are
achieving their program goals (i.e. higher performance and revenue as well as
meeting specific business objectives), their employees are happy because they
are redeeming for rewards that are meaningful to them, and Achievers is
achieving its own business objectives. Since Achievers’ inception in 2002, it
has experienced 1% churn.
Achievers ’ ME department offers the leading service-oriented culture within the
rewards and recognition industry stressing the importance of our customers and
ensuring they love their experience with us. Achievers’ net promoter score is
consistently above 80% and our members very often write in telling the ME
department how much they loved their reward redemption experience.
Staffed with only two people in Jan 2009, the team has grown to just under twenty.
With the implementation of Salesforce, we have integrated ALL forms of customer
support (email, phone, web, internal systems) and consolidated into a one case
management system for member issues. This has resulted in improvements such as:
•Case resolution times dropped to 1.915 days from sometimes being as high as
6.26 days.
•Over 85% of member and order inquiries are resolved completely within 5
business days – compared to approximately 10 days one year ago
•High priority cases/clients are now 100% addressed within 24 hours
•37% improvement on case handling volumes per week in the past quarter
•High satisfaction rating: only 3.47% of contact us with questions or
inquiries/issues
•87.2% Member Experience rating (rated as high or excellent customer service at
the end of the last quarter
•81% Growth in items shipped
•Average ship time – 3.5 business days (or 80% orders shipped within 2 business
days) – complete estimates based on best available data.
List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:
http://www.backpocketcoo.com/blog/culture/the-love-guarantee-guest-post-by-i-love-rewards/
http://digitalpuck.ca/the-digital-puck/razor-suleman-ceo-of-i-love-rewards-on-engaging-employees/
Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:
Rhonda Bosch is the Director of Member Experience at Achievers. As a highly
accomplished Executive manager and Consultant with more than 15 years of call
centre, technology, project management, financial and marketing experience,
Rhonda brings a high degree of knowledge and expertise to the team. With
previous experience working for RBC Royal Bank and as an entrepreneur, Rhonda is
equipped with the proven ability to reduce costs while driving corporate
efficiencies while maintaining and excelling at service excellence. Rhonda’s
passion for people happiness is contagious among the team.