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Carbonite Customer Care: One Extraordinary Contact Center

Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

Company: Carbonite, Inc.
Company Description: Carbonite (Nasdaq: CARB) is a leading provider of hybrid backup (cloud and local) and recovery solutions for home users and businesses. Carbonite offers a comprehensive suite of affordable services for data protection, recovery and anywhere, anytime access.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Over 100 Seats) - Technology Industries

Nomination Title: Carbonite Customer Care: One Extraordinary Contact Center

Tell the story about what this nominated contact center 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:

Carbonite Customer Care has been in a perpetual state of transformation. We must constantly adapt and evolve in order to meet the needs of the business and our shareholders. In prior years, we’ve submitted nominations to the Stevie’s for incredible gains in Customer Satisfaction and extremely successful business initiatives that have led to successful pivots in our business model. This year has been a bit different as the business needed us to focus on more direct and immediate financial benefits. Carbonite’s core business has historically been Consumer PC backup. That has changed as the global market continues to shrink every year. So as a company, we pivoted to the growing market of data-protection solutions for SMBs. We’ve taken on 2 critical goals to support this direction:

-Increase profitability of our Consumer business in a slowly shrinking market

-Integrate our acquired midmarket data protection companies (EVault, DoubleTake, and DataCastle) so that we achieve immediate quality improvements, enabling strong cross-brand lead generation capabilities and driving efficiencies to make the acquisitions show their maximum value to investors and Wall Street.

How we did it?

-Continued a successful Upsell/Cross-Sell program that is on track to help our shrinking Consumer business achieve >100% renewal dollars, even if we cannot renew 100% of customers.
-Through process change, tool optimization and agent level coaching, we’ve dropped our Average Handle Time by 37%, allowing us to naturally attrit >30% of the Consumer business without backfilling.
-Implemented case automation eliminating 25% of labor. For the EVault and DBTK teams, this has allowed them to meet their global service levels while also reducing headcount.

We combined two of the acquired midmarket teams that provided 24/7 global support. Taking a team of 20 and a team of 30 and cross-training them on each other’s products has given us a powerful team of 50. This has allowed us to slowly eliminate the need for answering services, on-call pay and has been a significant improvement to the customer experience.

We entered into a strategic outsourcing partnership that launched in 2017 for the Consumer business. Unlike many companies that sometimes throw business over a fence to a vendor and hope for the best, we decided to make a large investment to help our new partner hire and train the agents utilizing the process and systems we have worked so hard to perfect. We sent our best agents, trainers, and managers on site for months to assist until the vendor was self-sufficient (now continuing with daily remote help where necessary). After only a few months of execution, the vendor is nearly hitting our internal levels of CSAT and Sales. Two key things to note with this besides the successful KPI results—the run rate savings for the Consumer Business is >50%. And, no one lost their job over this initiative as we are using natural attrition to move the jobs nearshore.

We’ve always had a high performing knowledgebase running consistently at 69% deflection. Note, the industry average is around 20-22% successful deflection. In 2017 we tested multiple configurations, an AI Chat assistant and even rewrote the Support site a few times. After months of trial and error, we made several key changes that have enabled us to achieve 81% deflection consistently. Meaning, 81% of the customers that come to our support site do not go to our contact us page! The 12% improvement yielded >$500k in savings, annually.

All of this was completed successfully with very minimal impact to our World Class CSAT and Quality (overall CSAT still >91% OSAT utilizing the 5 point Likert scale).

In summary, the past 1.5 years has been dedicated to lowering the Support costs as a % of revenue with minimal impact to the World Class Support that we built. While no one is happier than our CFO, we are excited to report a drop in Support costs as a % of Revenue, from >11.1% to 7.6%!