Challenge
A global leader in the education industry needed to create a personalized customer outreach program to ensure success of a product transformation and address:
- Lack of outbound call center capabilities needed to proactively manage the impacts of product changes
- Insufficient internal resources to design and execute customer outreach campaigns
- A need to rapidly scale outbound outreach activities
Solution
Built a concierge-style support and outreach team that facilitated client adoption of a new product by:
- Embedding customer service agents from the client’s existing team with a team of product experts
- Designing and implementing a process to quickly resolve escalated inbound support requests
- Conducting personalized outreach to customers to support the adoption of new product policies and processes
- Managing a distributed team successfully supporting customers across the world
- Aggregating, analyzing, visualizing, and disseminating campaign data to leadership and key stakeholders to facilitate decision making
Outcome
Delivered a personalized outreach and support function to drive change adoption for a new ordering process, online systems, and support tools for 18,000 schools that resulted in:
- 25,915 calls across 3,500 unique schools
- 98% of schools meeting expected deadlines
- Continued system improvement through the collection of end-user feedback
- Consistent reporting and visualization of key data, allowing program leadership to make more informed business decisions
Published March 18, 2021