MANAGED PROJECTS
The Verbiage
OUTLOOK EMAIL RULES
Objective: Temporary work around for a customer representative, who is handling a customer service folder, to avoid separating emails into individual folders until a new Call Center Solution software is implemented.
Result: Customer service representative is focused more on customer rather than managing email inbox.
SURVEY TO ALL EXTERNAL CUSTOMERS
Objective: The purpose of the email campaign survey, using Constant Contact, was to gather input from our external customers, to aid in continuously improving the Client Relations Center’s services. The input will greatly enhance the ability to focus improvement in the areas that are most critical to their customers.
Result: Overall 7% response rate with incentive for answering. Discovered that technology needed to be improved for customer service representatives and that there was an opportunity to train external customers on tools they could be using to reduce the Client Relations Center’s phone and email volumes.
CRM
Objective: Collaboration with several departments within a company for selection and implementation of CRM.
Result: Selection of Salesforce. Equipped company with a system that allowed them to manage shared business relationships and the data and information associated with them. Improve customer retention and acquisition.
CALL CENTER SOLUTION SOFTWARE
Objective: Review existing phone technology to better equip the Client Relations Center; analyze workloads and utilize critical metrics to manage efficiencies towards meeting the customers' needs.
Result: Selection of Talkdesk. Managers were able to get critical data in analyzing what type of phone calls are coming in, how workloads should be delegated and potential reorganization of the Client Relations Center.
BENCHMARKING
Objective: Review and visit other similar industries to learn what process, structure, organization and technology best worked for them, lessons learned and best practices from selection to implementation.
Result: Invaluable information exchanged, obtained and utilized when considering transitional solutions within own company.
Benchmarked several companies via telecommunication and by visitation.
CARGO WEBSITE
Objective: Work with Client Relations Center and new vendor on developing tools for cargo website.
Result: Increase productivity on focusing on customers while reducing phone/email traffic.
TECHNOLOGY
Objective: Equip an organization for more success by upgrading software/technology; make documents more professional for external documents to customer.
Result: New, professional email campaign template created with Corporate Communications, for branding purposes, to send to external customers on any information updates regarding company announcements. Modernized a few organizations with a new Call Center Solution software and CRM.
ORGANIZATIONAL STRUCTURE
Objective and Result: Setup the team for success by allocating talents and skills at best capacity to to meet the strategic business needs.
EMAIL BROADCASTS
Objective: Create a professional, company “approved” logo broadcast message, that is delivered to the customer, via email, that is communications regarding company information.
Result: Worked with Corporate Communications, for branding purposes, to generate a broadcast now being utilized by the company for all external email campaigns to customers.
EXAMPLES
One does not give everything away! To see physically and understand my project examples from above, I dare you to click my contact section and let's have a chat!