Carbonite - Customer Service Complaints Team of the Year

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Company: Carbonite, Inc., Lewiston, ME
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: Customer Service Complaints Team of the Year

Nomination Title: Carbonite Service Recovery Unit - Taking Customer Satisfaction to a New Level!

Tell the story about what this nominated team achieved since the beginning of July 2015 (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:

Despite the fact that Carbonite was sitting at a record high CSAT of 94% (top 2 box, Likert scale), our VP of Customer Care, Robert Frost, remained unsatisfied. He wanted to know why ~6% of customers remained dissatisfied with their experience - he had a bold idea, for a dedicated team that would advocate for the customer. The mission was: “No Customer Left Behind,” and he called this team the Carbonite Service Recovery Unit (CSRU).

The team consists of two veteran support representatives, hand-picked for their attention to detail, passion for the brand, and focus on a seamless customer experience. They were tasked to read and deeply research every negative survey that was submitted. CSRU researched all DSAT submissions in 2016, (6%, or over 3000 surveys) documenting every customer experience. As a result, ODSAT for Carbonite has reduced 33% overall. Better than 75% of all of the customers engaged by CSRU have gone from Dissatisfied to Satisfied, Very Satisfied, or otherwise self-indicated in the targeted survey that the contact had value to them.

To enhance the process, CSRU recently moved out of self-generated data spreadsheets, into automatically generated forms and reports and CSRU specific surveys (customers reporting if the CSRU provided value to their interaction). Time gained with this increased efficiency has led to more bandwidth being available for other, high profile projects with excellent return on investment. For example, the CSRU team has had an expanding role in monitoring all of Carbonite’s Social Media feeds. Answers given by CSRU on our feeds are being viewed by millions of active and potential customers, so a well-crafted response not only educates, but is priceless advertising, driving new customers to the brand.

CSRU has access to all Carbonite departments. The team is able to pinpoint specific drivers that consistently cause dissatisfaction and report these findings directly to our Executive, Engineering, Product Management, Quality and Training teams. This data is reported daily, weekly and monthly. We use this feedback to drive meaningful change efficiently and effectively. Not only does this outreach make for a better customer experience, it also drives improvement throughout the company. They also identify agent error, and provide specific data for coaching – this year alone, over 200 agents received targeted, recursive training as a result of the given feedback.

The team also deflects volume for recurring issues, saving Carbonite money by driving down support costs. For example, the team identified significant customer confusion with our file retrieval process, Carbonite’s largest volume driver. We worked with our software developers, contributing directly to the complete redesign of this function, which is conservatively projected to save Carbonite nearly half of its current volume, or over $700,000 per year.

CSRU has built the tools and relationships that allow them to sow the seeds of an idea and then cultivate the positive results, which benefit customers and the company directly - increased renewals, contact deflection, more educated agents, more efficient processes, and increased CSAT. Most importantly, they engage customers who were left with the impression that their issue was not resolved, or that we didn’t care. The goal is to invest in leaving customers with a positive customer experience. They are quite a team and an industry best practice that companies the world over should seek to adapt to their support structure.