Active Digital - Customer Service Success
Company: Active Digital
Company Description: Active Digital is an innovative & award winning business mobile communications company. A brother & sister company established in 1996, clients include Olympic teams & rugby clubs. Our team of 25 manage our core business providing mobiles, tablets, fixed line and apps to UK organisations of all sizes. Active Digital was a gold Stevie's winner for Sales & Customer Service in 2015.
Nomination Category: Customer Service Awards Success Categories
Nomination Sub Category: Customer Service Success - Technology Industries
Nomination Title: Active Digital's - Customer Service Winning Story
Tell the story about what this nominated organization achieved since the beginning of July 2017 (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:
HOW THINGS WERE
In the beginning, our joint frontline support team and account managers were answering queries from our 17,000 clients. They often became bogged-down in day-to-day administration which meant they didn’t always have the capacity to properly understand customer needs, or visit clients onmeeting their strategic objectives. It wasn't the customer support satisfaction we wanted.
Telecoms companies in the UK are known for having a poor customer service.In fact, according to research from Which.com,Telecoms brands dominated the bottom of of 100 brands ranked for customer service this year and the sector scored lowest on average overall. Research Link -http: //https: /www.which.co.uk/news/2017/09/energy-travel-and-telecoms-industries-are-worst-for-customer-service/
As an agile team of 27, we wanted to switch that perception on its headand strive to be ‘best in class’ for customer experience in the technology sector.
TIME FOR CHANGE
In January 2018, Active Digital created a ‘Digital Team’ overseen by a Customer Experience Manager. This wasn’t merely a rebranding exercise; it marked a fundamental change in the team’s role and how they need to engage with customers on the digital transformational journey. This was to help customers to move to being a truly mobile centric company with an iOS strategy, mobile forms, mobile device management and a bespoke app for employee wellbeing. The Digital Team were central to supporting this journey for customers’, managing circa 80 accounts each. They work hard to get under the skin of their customers, understand needs and helping them navigate the world of technology.
NUMBER OF CUSTOMERS LOST THROUGH SERVICE: ZERO
By creating a focused Digital Team, all of whom are iOS accredited are now better equipped to identify customer opportunities and product needs. Our dynamic approach to service means we boast an impressive 95% customer retention rate, which is impressive given the industry standard is 11%. We have one of the lowest churn results across the O2 partner channel, confirming our position as one of O2’s ‘Best Performing Partners’ in the UK and Ireland. We’ve also had several clients return to us, one of which who claimed he was “coming home” (Clifford Thames)
THE ULTIMATE LITMUS TEST: COMMERCIAL SUCCESS
From July 2017 to date, we have scooped no less that nine UK National Awards and two global Stevie Award for Sales and Customer Service; a total of 11 customer experience trophies. Furthermore, we have seen a 10% uplift in turnover to over £4.4m up from £3.9m.
We’ve achieved the following 11 Awards from July 2017: -
- The Digital Experience Awards– WINNER (2018)
- The Family Business Awards – South East Region - WINNER (2018)
- The Family Business Awards – National – WINNER (2018) -http: //www.activedigital.co.uk/news-events/news-blog/active-digital-wins-two-trophies-at-the-national-family-business-awards/
- O2 Customer Satisfaction Award for UK & Ireland – WINNER (2107 and 2018)
- O2 Digital Award for UK & Ireland – WINNER (2017 and 2018)
- Stevie Award for Frontline Team of the Year – Technology – WINNER (2017 and 2018)
- Top 5 Telefonica O2 Partner(2015, 2016, 2017 and 2018)
‘WORLD CLASS’ CUSTOMER EXPERIENCE
Our main differentiator to competitors is the ‘world class’ experience we provide to our customers. The Digital Team are vital in delivering this outstanding customer service as they talk to their clients every day. These include:
- 98% of incoming calls answered within 3 rings, with no automated hold/queuing systems
- 100% of calls answered in person 24/7
- 85% of incoming calls are resolved without the need to transfer to a colleague or manager
- 98% of client orders aredelivered next day
In summary, Active Digitalare the only O2 Partner in the UK and Ireland to hold a global award for customer experience.We’ve won an award for customer experience, every year since 2005. An accolade we are extremely proud of. A testament to the longevity of our business success.