The 2015 CRM Service Awards: Service Elite
With competition increasing everywhere you look, and myriad options promising to meet your changing business needs, determining how to best unlock your business' success is harder than ever. The recipients of this year's Service Elite awards have combined solid strategies, clearly defined goals, and the successful deployment of the tools to meet them to achieve success in the form of increased donations and sales, greater volunteer retention, and more efficient customer service.
Volunteers tasked with soliciting phone donations at a Canadian charity were frustrated in their cold calling efforts and their inability to form a connection with potential donors. The agency struggled to retain volunteers, and those who did stay were not raising much money. Following the implementation of an omnichannel engagement platform that connected CRM data with past interactions and provided donor profiles to volunteers to help prep them for calls, the agency reported a 30 percent increase in volunteer retention and a 70 percent increase in pledges.
Deploying a platform for customer service in the cloud enabled retail giant Kohl's "to reduce costs while delivering a compelling customer experience." Employees were trained to handle contacts across any channel, and the company was able to reduce service-agent hours at third-party organizations and outsourcing partners while increasing service levels by 18 percent.
An outdated customer contact system at Michigan's Office of Child Support was thwarting needy families in their attempts to access services. Callers left voice mails that went unanswered for weeks or had to reach out repeatedly before speaking to someone who could help them. By implementing a customer experience platform that integrates self-service applications and caseworker-assisted transactions with a natural language interface, the agency was able to connect all callers to a live person on the first attempt, reduce call volume, and increase caseworker productivity. Most important, families struggling to make ends meet were getting help doing it with minimal frustration.
Congratulations to our Elite winners, who've shown that achieving an impressive ROI is not just about increased revenues, but about pleasing the people they serve as well.
The 2015 CRM Service Elite: NewVoiceMedia Helps Cancer Charity with Fundraising Efforts
New insights give the Canadian Cancer Society in Saskatchewan a running start on its Relay for Life event.
The 2015 CRM Service Elite: Oracle Service Cloud Catalyzes Multichannel Support Strategy
The 'right technology' helps Kohl's carry out a deep reorganization of its customer care team.
The 2015 CRM Service Elite: Genesys Helps Michigan Aid Families in Need
Call center technology makes reaching help one less hurdle for struggling parents.
The 2015 CRM Service Awards
Read about the industry leaders, rising stars, and companies that have successfully implemented service customer service solutions and whose accomplishments and contributions have made them winners in the CRM world this year.
The 2015 CRM Service Awards: Rising Stars
Our six Rising Stars proved their dedication to improving customer service via a variety of channels.