The Achievers Operations Team
Company: Achievers, Toronto, ON Canada
Entry Submitted By: Devon PR
Company Description: Achievers’ Employee Recognition and Rewards solution provides companies with a robust foundation for their employee engagement initiatives that enables both social and rewards-based recognition. Designed for today’s workplace, Achievers’ innovative SaaS platform can increase employee engagement and drive business success.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Back-Office Customer Service Team of the Year - Technology Industries
Nomination Title: The Achievers Operations Team is Critical to Internal and External Customers
Tell the story about what this nominated team achieved since the beginning of July 2016 (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:
The Achievers Operations team is critical to many internal and external customers. Fielding order inquiries from the Achievers Member Experience team, revitalizing global catalogs with localized rewards, managing global vendor relations, supporting customer launches – the breadth of the team’s impact is ever-reaching.
2016 demonstrated exceptional global growth within the organization, and with that came the understanding that better practices must be implemented to efficiently support customers. The influx of inquiries grew by 30 percent from the year prior, a trajectory that was sustained going forward. The demand for more localized content, as well as a consistent and rewarding experience grew in parallel.
Several facets of the challenge were tackled:
System Refinements and Integrations. System-level efficiencies were isolated, investigated and implemented. Robust vendor APIs were established, automating flows and minimizing manual interaction therein. One such refinement reduced shipment timelines for a partner in Mexico by 50 percent.
Additionally, an education series led by our Marketplace group established a conduit of knowledge and communication with developers on key system tools. This catalyzed work to yield negligible product load times and contributed to 30 percent product growth. To the minute, any delays to merchandising or order fulfillment are monitored via an open source data dashboard. When red flags are raised, proactive action is taken at the forefront of order placement, rather than former reactive dependency.
Member Support. Time recovered via noted system efficiencies created a foothold from which member-centric actions could be taken. Inquiries are classified by subject matter and distributed amongst four focused queues. Vendor partnerships are assigned to key members within the team, establishing subject matter experts that are accountable for their vendor’s performance.
Tiered escalation pathways were established to drive urgent needs expediently to team members for same-day action and follow-up. CRM software modifications were implemented to report upon such escalations, as well as opening gateway ‘chatter’ for product announcements. Despite a 15 percent gain in redemptions, inquiry increase has since been limited to 5 percent.
Vendor Support. As Achievers continued to expand worldwide, the launch process of new global vendors to support customers therein was revitalized. Multiple touchpoints across key business groups were established to ensure all required detail was collected and needed mechanisms in place. This set expectations prior to launch and established a foundation for all subsequent launches. This partnership is further cemented by way of biannual Supplier Reviews, during which performance is measured and discussed. Metrics including shipment times, support times, security measures and product feedback are logged and reported. The feedback is equally welcome in return, as Achievers puts forth a global vendor survey amongst its partners. This survey measured the Achievers Operations team’s service and areas which may be targeted for improvement.
Order Input/Processing Satisfaction: 85.72%
Order Inquiry/Request Interaction: 86.67%
Feedback for Better Communication: No change = 100%
Team Enhancements. Fulfillment and Marketplace sync-ups were established with an emphasis on collaboration. With the expansion of Achievers global footprint, this is essential as it offers assurance that varying vendor flows may be scaled together.
New tiers of documentation were committed to the Achievers’ archives; data for training needs as well as historical call backs, are now accessible across the company. Quarterly goals are established for individual team members, with each goal aligned with the needs of the business at large. To date, the team’s success rate in achieving these goals is 98 percent.
Cross-Department Support. For our internal customers, enhancements to communication and project flows are supported across multiple business units, facilitated by reporting initiatives. Customer-facing features were refined and challenged, pivoting models to better serve the end-user.
Reporting. Respecting the weight and details that data dictates, our team adopted micro-strategy reporting workflows. Such granularity in figures have benefited daily reporting and tracking needs, customer reporting measures and RFP initiatives.
No matter the country being supported, the Operations team works tirelessly to support the successful Achievers marketplace experience from redemption to receipt.