OmniUpdate - Customer Service Department of the Year
Company: OmniUpdate, Camarillo, CA
Company Description: OmniUpdate is the leading provider of content management solutions designed to streamline content administration and solve the digital marketing and communication challenges of higher education.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - Public Services & Education
Nomination Title: OmniUpdate
Tell the story about what this nominated department 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: TEXT REDACTED FOR PUBLICATION
From 2016-17, OmniUpdate's Customer Success department experienced dramatic growth and improvement while pursuing our goal ofbecoming the market leader in content management software for colleges and universities.We provide high-quality support to an increasing number of customers in higher education, without sacrificing the personal service and expertise our clients expect.
From Q2 2016 to Q2 2017, we improved in the following areas:
- First response in under 1 hour increased172.3%, from 33.6% to 91.5%
- Average first response time decreased91.7%, from 7.2 hours to 36 minutes
- Ticket touches increased 40.9%, from 4044 to 5697
- Handoff rate to other departments decreased 33.9%, from 6.5% to 4.3%
- Tickets resolved on first solve increased 31%, from 68.7% to 90.0%
- NPS score increased 10.9%, from 55 to 61
- Number of solved tickets increased 6.4%, from 1146 to 1219
Overall, we rated acustomer satisfaction score of 99%.
We have a policy of zero calls placed on hold, including tickets submitted via email or our online help desk platform. Our support plan offers tiers of service with different options depending on customers' support and financial needs. Higher tiers contain items such as live chat, emergency 24-hour numbers, dedicated support agents, annual private trainings, and more. In addition, maintenance plans provide assistance by using support hours for updates and projects for customers, a feature that is increasingly popular.
OmniUpdate support plans contain more than access to helpdesk and support agent assistance. One new service offered is an Annual Best Practice Review. These reviews contain a detailed analysis of customers' installations, offering them tips and solutions for improving how they use the product. We discuss the reports to the customer in a call so we can answer any questions they might have.
We strive to provide support with a personal touch. When a customer's project is completed, they receive a handoff call introducing them to the Director of Customer Success. This eases their transition into contacting customer support for issues while maintaining the personal experience the customer expects. OmniUpdate also hosts a training conference every year, where customers can attend five days of workshops, seminars, and events, view our development roadmap, and meet directly with heads of departments. Because the best way to support a customer is to expand their knowledge of the product, we offer a robust education system with hours of personalized training sessions, refresher trainings, monthly sessions on special topics, an online library of instructional articles, and documentation on features unique to each implementation.
Supporting our customers also means providing them with a wide range of supplemental resources. In addition to the trainings we provide, OmniUpdate's support site hosts thorough documentation on all product features, including information about recent and upcoming updates. Our online learning management system contains self-paced tutorials on basic and advanced topics designed for several levels of skill and experience. Our OmniUpdate Community Network is a forums-based site where OU Campus users interact with both each other and OmniUpdate employees, trading knowledge and skill tips, discussing issues, and receiving important communication about updates, outages, and events. Finally, our feedback forum gives users a direct voice into product development, as they can make suggestions for features which OmniUpdate staff will then review.
As OmniUpdate grows, we continue to meet the challenges of providing the excellent customer support for which we are known. We are hiring more agents to expand our support base, including people with increased technical specialization. We also have a rigorous and continuing training plan for our support agents that includes workshops with technical experts and interdepartmental residency programs. These trainings have resulted in the 31% increase in first solves and 34% decrease in handoffs. Combined with our team's improved efficiency, which we anticipate continuing to increase, we look forward to providing our high-quality support to more customers in the coming years.