Company: Intuit Canada
Company Description: Intuit is a global company creating financial management and tax software for professionals, small businesses, and individual use. Founded by Scott Cook in 1983, the company has expanded world-wide, headquartered in Mountain View, California. We are the Canadian division of Customer Success. Intuit Canada has previously won multiple Stevie awards for customer care.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Complaints Team of the Year - Financial Services Industries
 Nomination Title: Escalations Reimagined
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 190 words used.
- Intuit Canada is a business and financial software company that develops and sells financial, accounting, and tax preparation software and related services for individuals, small businesses, and accountants. Founded in 1983, Intuit is best known for its flagship products, which include:
- QuickBooks: An accounting software package designed to manage payroll, inventory, sales, and other needs of small businesses.
- TurboTax: A software package for preparation of income tax returns, aimed at individuals and small businesses.
- MailChimp: is a leading marketing automation platform offering email marketing, audience management, and analytics for businesses of all sizes
- Credit Karma: An online platform offering free credit scores, reports, and financial recommendations.
- Intuit's solutions typically aim to simplify tedious and complex financial tasks, leveraging technology to help users manage finances, optimize tax returns, and make more informed financial decisions. The company has grown both organically and through acquisitions, expanding its product offerings and market reach over the years.
- Intuit also emphasizes innovation and utilizes advancements in machine learning and artificial intelligence to enhance its products and customer experience. As a result, it remains a significant player in the financial technology sector, serving millions of customers globally.
- Outline the team's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 184 words used.
This submission highlights a transformative approach to escalation handling, designed to provide unparalleled support for our most valued clients, Accountants. [REDACTED FOR PUBLICATION], it's imperative to retain and offer them premium experiences. Our goal is to build lasting relationships, emphasizing that every client is valued and their concerns are addressed.
This program prioritizes our [REDACTED FOR PUBLICATION] clients by offering a [REDACTED FOR PUBLICATION] process [REDACTED FOR PUBLICATION] connect them to the [REDACTED FOR PUBLICATION] Escalation team. This ensures that accountants who were previously dissatisfied with our frontline support receive the exceptional service they deserve. The frontline team now prioritizes empathy and efficiency and is empowered with access to specialized tools and added knowledge, to ensure issue resolution. Therefore reaffirming our commitment to client satisfaction.
The [REDACTED FOR PUBLICATION] process also manages high level [REDACTED FOR PUBLICATION] escalations; addressing questions and concerns they receive directly from customers. [REDACTED FOR PUBLICATION]This proactive, client-centered approach enhances our clients’ perception of our brand, driving stronger relationships and loyalty, ultimately increasing revenue and retention.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
Total 238 words used.
The achievements of this [REDACTED FOR PUBLICATION]process is significant and unique, particularly compared to industry standards and our past performance. This process received positive feedback across multiple stakeholders validating its efficiency and effectiveness.
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Enhanced Client Satisfaction and Retention: Our proactive escalation strategy has increased customer satisfaction [REDACTED FOR PUBLICATION]demonstrating stronger, more trusting relationships with our clients.
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Faster Response Times and Escalations: By streamlining issue resolution, we’ve reduced response times, re-escalations and minimized escalations, allowing our teams to focus on [REDACTED FOR PUBLICATION] support [REDACTED FOR PUBLICATION].
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[REDACTED FOR PUBLICATION]
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Boosted Team Morale and Efficiency: Our redesigned process improved job satisfaction and team efficiency. Empowering our team with special tools to address client concerns created a more positive work environment.
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Proactive Issue Resolution: Our data-driven approach identifies and addresses systemic issues before they escalate, improving the client experience while reducing the support team’s workload, maintaining high service quality.
The achievements of the Escalation [REDACTED FOR PUBLICATION] process demonstrate a significant shift in our approach to client service, resulting in tangible benefits for both our clients and our internal teams. By prioritizing personalization, efficiency, and proactive issue resolution, we've set a new standard for excellence in our industry.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 77 words used.
Escalations Reimagined Slide Deck - Provides a comprehensive overview of the process design, flow, and goals, while also explaining the rationale behind its development and showcasing its business impact through a comparison with the previous approach.
Intake Form - This is the intake form developed to capture the issues submitted
CSAT and IR (Issue Resolution) view: Showcasing the CSAT and IR scores
VOC - Customer Sentiment survay responses based on their experience with the escalations reiminaged program
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