Overview:
A company, with sales exceeding 3 billion annually, implemented SAP and established a contact center in order to centralize their material orders. Internal and external Customers calls were routed to the contact center to place orders or to ask questions regarding an existing order.

Challenge:
Approximately 6 months following the launch of the new contact center, Customer satisfaction and loyalty was unknown but the ‘hunch’ was Customer’s were not happy with the service and Customers might go elsewhere.

Solution:
ADDIE Solutions implemented their Customer Loyalty program, which included a three-tiered solution:

1. Internal Customer Satisfaction (C-Sat) – ADDIE Solutions designed and developed a customized internal monitoring (i.e. Quality Assurance) process based on Customer expectations to ensure the employees handling the orders are meeting and exceeding the Customer’s expectation. This is a proactive solution and focuses on a strict feedback and coaching model that drives employee performance.
2. First Contact Resolution (FCR) – ADDIE Solutions implemented a business accountability tool to measure FCR. This allowed the business to drill-down on ‘Not Resolved’ occurrences and adjust their internal business processes appropriately to ensure the Customer’s need is being addressed at the first contact.
3. Voice of your Customer (VOyC) – On an ongoing basis, ADDIE Solutions performs independent Customer loyalty surveys to the Customers that contact the center. This approach captures the direct feedback from the Customer and also ensures the Internal Customer Satisfaction (step 1) was measured correctly.

Results:
ADDIE Solutions partnered with this Customer with the rollout of the program; then performed an evaluation of this program 9 months after implementation. The following results were identified:

• Internal Customer Satisfaction (Quality Assurance) scores increased by 36%
  • 100% scores increased by 121%
  • Fatal errors decreased by 84.1%
  • Non-fatal errors decreased by 76.7%
• From a six-sigma perspective, defects per million opportunities (DPMO) decreased by 86.9% and six sigma rating increased by 25.2%
• The percent of contacts that were ‘Not Resolved’ from a First Contact Resolution perspective decreased by 47.8%

Finally, 1 year after the rollout of this program the Voice of your Customer (VOyC) surveys that are performed by ADDIE Solutions show that Customers are responding with an average 99% assurance that they will place their next order with this same Company.

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