CSM Magazine

NOVEMBER 14, 2023

Since implementing the cloud-based 6-in-1 solution, EB Gas has seen a 20 percent increase in the number of routine service jobs it can allocate and engineers are 30 percent more efficient capturing onsite information using mobile devices which are live-linked to the back-office system.

Engineering 52

Engineering CRM Finance Accountability 52

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Comm100

SEPTEMBER 28, 2021

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers.

Customer Service 91

Customer Service Chatbots Banking B2C 91

CSM Magazine

SEPTEMBER 6, 2023

The BigChange Customer Portal allows any of their corporate customers to access their own account online to provide all the job information they need, instantly from any connected device, 24/7. BigChange employs over 220 people and is recognised as an outstanding employer with a 2 Star Accreditation from Best Companies.

Finance 52

Finance Engineering CRM Enterprise 52

CSM Magazine

SEPTEMBER 21, 2023

Real-time tracking of engineer’s vehicles ensures ad-hoc requests and emergency call-outs can be accommodated efficiently and in a timely fashion and automatically generated alerts and notifications ensure the customer is kept informed at all times.

Management 59

Management Engineering CRM Finance 59

CSM Magazine

JANUARY 12, 2024

As the company moves forward with its BigChange journey plans are in place to integrate with the company’s Zero accounting software and introduce digital timesheets. The company has also featured in the Sunday Times Tech Track 100 in 2018, 2019 and 2020 and was named in the 2018 Deloitte Technology Fast 50.

Engineering 52

Engineering CRM Finance Enterprise 52

CSM Magazine

JUNE 9, 2023

The company has also boosted customer service as it can now capture and share time-critical information using the BigChange mobile app. “Our future depends on the quality of work and the quality of service we deliver today.

Finance 52

Finance Engineering CRM Enterprise 52

CSM Magazine

MARCH 8, 2023

NCS uses BigChange to live-link field engineers to the back-office support team, track in real-time its nationwide fleet of service vehicles and integrate with its accountancy package for financial management. BigChange employs over 220 people and is recognised as an outstanding employer with a 2 Star Accreditation from Best Companies.

Finance 52

Finance Engineering CRM Customer centricity 52

CSM Magazine

JANUARY 10, 2023

Prymo has also halved the cost of its internal account management thanks to BigChange. By eliminating menial administrative tasks, staff have been freed up and redeployed to work on customer service and business development. “As a result, we have made people’s jobs easier so we have less problems. .”

Finance 52

Finance Construction CRM Enterprise 52

CSM Magazine

NOVEMBER 8, 2022

The system is also improving communication between field-based teams and back-office staff, raising customer service levels and boosting feedback with real-time updates, ETAs and reporting. The company has also featured in the Sunday Times Tech Track 100 in 2018, 2019 and 2020 and was named in the 2018 Deloitte Technology Fast 50.

Finance 52

Finance Engineering CRM Advertising 52

Fonolo

FEBRUARY 20, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. This is their story.

Customer Service 67

Customer Service Metrics Call Center Banking 67

CSM Magazine

DECEMBER 2, 2021

Trustee Fire and Security has boosted productivity by 25 per cent using the latest field service management software. . Invoicing in BigChange is also much quicker and two-way integration with Xero accounts software means BigChange provides a completely seamless end-to-end business solution. About BigChange.

Technology 52

Technology Engineering CRM Enterprise 52

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Describe your governance model including details on senior management involvement on our account.

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

LiveChat

JANUARY 20, 2017

In this post, I’d like to focus on customer experience trends. Here’s how customer service of the future will look like. A quick history of customer service. Before we get to the future of customer service, let’s see how it looked in the past. It’s the era of omnichannel customer service.

Customer Service 62

Customer Service Customer Experience Chatbots Self service 62

Netomi

FEBRUARY 28, 2022

She progressed from building out multiple Enterprise CSM teams, to leading all of Enterprise CS, and, in April of 2021, became Gainsight’s Chief Customer Officer (CCO). Prior to Gainsight, Kellie led account management and partner management teams at ADP, yet always had a passion for Customer Success. “I Connect with Rosie.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

aircall

JUNE 30, 2021

In 2013, an inventor named Jamie Siminoff appeared on the hit TV show, Shark Tank , hoping to land an investor for his company. Many look to the company for ways to improve customer retention. As simple as this strategy is, it’s proven to be so effective that Ring’s online sales in the United States increased by 180% in December 2020.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

CSM Magazine

MARCH 27, 2024

This is improving the company’s response to emergency callouts and boosting customer service with live updates and accurately calculated ETAs. Integration with the company’s accounting software XERO is also reducing the administration resource required, reducing the potential for errors and improving cashflow.

Management 52

Management Finance Engineering CRM 52

SmartKarrot

MAY 14, 2020

In fact, it has been predicted by Gartner that by 2020, 80% of software providers will have migrated to a subscription-based business model. But instead of drilling further into customer success let us look at a brief history of this function and how it has evolved in the past few decades to become what it is today. .

SaaS 10

SaaS Upselling Customer retention CRM 10

CSM Magazine

JUNE 12, 2020

Emergent technologies have forever changed traditional customer service support. Lampton look at the state of customer service in the digital age. Rising customer expectations and increasing brand loyalty competition are driving the need to provide greater value-driven service to both consumers and stakeholders.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

CSM Magazine

APRIL 14, 2023

CDC Draincare previously had a number of systems that included vehicle tracking, accounts and job management. However, everything worked separately and they really wanted an all-in-one solution that would also integrate with their accounts system. ” BigChange is proving useful for fleet management. .

Finance 52

Finance Engineering Wireless CRM 52

SmartKarrot

MARCH 8, 2022

She is a coach who focuses on personal development, relationship building, success planning, customer engagement and retention, and customer journey. Currently, she’s the Customer Success and Customer Support Manager at Ascent Cloud, Ashna has experience of over 7+ years in Customer Success and Account Management.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

CSM Magazine

MARCH 22, 2023

Engineers no longer have to physically check-in at the start and end of each working day, or as jobs are completed, and customer service levels are boosted with live updates and accurate ETAs. “Our customers rely on us to be the eyes and ears for their safety and security requirements and we rely on BigChange.”

Engineering 52

Engineering Finance Construction CRM 52

CSM Magazine

FEBRUARY 7, 2024

It often took a week or more for information for PO’s and billings to be available impacting billings and customer service. “In accounts we now get everything we need immediately so we can raise the necessary PO’s straight away and get much quicker decisions on any remedial work,” Smythe comments.

Engineering 52

Engineering Finance CRM Enterprise 52

CSM Magazine

JANUARY 24, 2023

. “Moving forward we can achieve additional efficiency gains by integrating with our accounting and financial reporting functions and we hope to implement the online booking portal for some of our larger customers.

Finance 52

Finance Engineering CRM Accountability 52

SmartKarrot

JANUARY 5, 2021

Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today. Making it to the Top 25 Customer Success Influencers in 2020, Kristi has turned the tables for hyper-growth B2B SaaS companies. Kristi Faltorusso.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Kayako

OCTOBER 13, 2016

Can you imagine a world where customer service was over physical mail? Customer service has had many different approaches over the last 100 years, but one thing has remained consistent: Customers have always wanted effortless interactions. Customers want more personable service experiences.

Personalization 81

Personalization Customer Service outsourcing Technical Support 81

AskNicely

JANUARY 10, 2019

In 2013, a research study by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator for brands. The customer doesn’t leave a comment. Customer Effort Score (CES) Helps Measure Customer Experience in Resolution Effort . What Is CES?

Metrics 60

Metrics Customer Experience Surveys Feedback 60

Comm100

OCTOBER 17, 2017

In 2013, Amy’s Baking Company became famous overnight after premiering on a particularly dramatic episode of Gordon Ramsay’s “ Kitchen Nightmares ” – a reality TV series that followed Ramsay’s attempts to help struggling food establishments improve their business. Introduction. That’s when the real nightmare started.

Customer Service 52

Customer Service Customer Care Feedback Surveys 52

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester.

Contact Center 116

Contact Center Technology Self service Call Center 116