MediaRadar - Front-Line Customer Service Team of the Year
Company: MediaRadar, Inc., New York, NY
Company Description: MediaRadar is an ad sales intelligence company founded in 2006 by CEO Todd Krizelman and CTO Jesse Keller. With 130 employees in its NYC headquarters, MediaRadar supplies ad sales and agency new business teams with the data and actionable insights necessary to close more deals and better manage clients. MediaRadar offers up-to-date analysis on over 3.1 million brands and 13,000 media properties.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year - Technology Industries
Nomination Title: The Personal, Customizable, Scalable Approach to Ad Tech
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:
MediaRadaris a software company that provides an industry-leading ad sales intelligence tool. We currently have 1,600 sales teams using our product daily. Our users consist of ad sales reps, sales leaders, senior executives, and agency growth teams within the publishing industry.
The publishing industry is in a state of transition. Ad sales professionals used to be responsible for selling a single media format. Now, with the evolution of content consumption, ad sales reps are sellingacrossformats, to reach consumers in different places, at the right time. Furthermore, Request for Proposalstake tons of time andsifting from a multitude of sources. These reps now need education in selling cross-platform and holistic solutions.
The overallissue? Ad sales reps are expected to domorewithless.
MediaRadar recognized this, so we paired an amazing product with the best client services team in the industry!Our combination of superior product and service leads clients to outsell their counterparts 72% of the time, while saving them many hours of research every week.
While our competitors are cutting back on client service efforts, an increased need for training left us pushing formore.
This year, we were more ambitious and successful than ever, without losing our industry-renowned personal touch. MediaRadar experienced 40% growth, yetourteam remained the same size.
How?We restructured our team for scalable success.
We introduced the position ofOnboarding Specialist. We created smaller teams where members own specific, key tasks of Client Success - for example, ourSuccess Team, which handlesmore attention-demanding clients. We also seamlessly worked automation into building client user profiles. This ensured that every client receiveda personal, customizable experience, with the right amount, and the rightkindof attention.
Clients are welcomed with a series of customized, dynamic emails and easily digestible training sessions. Our team holds more than 200 web conferences per month, and in the past year, have spent over 1000 hours on the phone easing clients into impactful use of our product.
Our automated email campaigns interact with clients based on usage, molding totheirbehaviors. Low usage clients receive periodic emails keeping them informed on the value of MediaRadar. Our predictive tool also sends notifications and suggestions regarding industry news, emerging medias, and seasonal trends. These emails maintain our helpful and personalized touch, and boast an open rate over 57%.
Our department leadersbuild user profiles by analyzing what registers with clients. In saving the time it takes to manually build thoseprofiles, our 16 Account Managers have more time to be there for clients.
Our team logged nearly 18,000 miles travelled this year, making appearances inChicago,Boston,Detroit,Los Angeles,Philadelphia,Atlanta,Fort Worth,Kalispell,Montreal, andToronto. In New Yorkalone, our team had over 100 in-person meetings.
We also had more than 10 clients come into our office to interact and connect with our team. This helps us better understand client struggles and how we can exceed their expectations.
Welovepersonal interaction, and so do our clients... Terry fromGood Housekeeping Magazinestated, "My Account Manager is fantastic... When I ask a question, not only does she tell me how MediaRadar will accomplish my goals, she takes me through step-by-step. If I'm on a tight deadline, she even takes the extra step to run reports for me. This saves MANY hours! I've never been disappointed by MediaRadar!"
We're not the only ones who give, either. It'shumbling seeing the many gifts we receive from clients. Our team presents a value that has clients thanking us as much as we thank them for their partnership.
No matter the size or level of need of a client, our team puts in a tremendous, genuine effort to always be present, personal, and transparent.We truly love our clients - our success is measured on their success!