The Salesforce World Tour London is on May 19th and we are delighted to have been selected as one of the Salesforce 2016 Customer Success stories. I am excited to be sharing our story and talking about how Vax has transformed its customer service as a key part of the customer journey.
At Vax, we recognise that time is important to our customers and being easy to do business with; an effortless experience is what customers expect. We listen to our customers and are continually looking at ways to improve their experience. However, despite our best efforts, we were failing our customers; we were constrained by our system solutions. In 2014 following an extensive review NewVoiceMedia’s cloud customer contact solution ContactWorld for Service with Salesforce integration was selected as our product of choice to enable us to improve the customer engagement executives’ experience and deliver an effortless customer experience.
As a keynote speaker, I will be talking about what life was like before we implemented the technology, our previous on-premise solutions, the challenges we faced and how we are using ContactWorld to successfully manage 70,000 multi-channel contacts each month, whilst improving both employee and customer satisfaction. The technology has enabled us to build solutions that are impressively easy to access and deliver and the results are impressive too… we have the highest employee satisfaction scores in the business with a leap of 9 overall points. First contact resolution is 87% and NPS 91%. Since deployment our sales average order value has increased by a fantastic 30 percent.
Customer experience is recognised as a key competitive differentiator and while we still have a way to go, NewVoiceMedia’s ContactWorld solution has enabled us to provide our customers with choices in their journey. It has helped us to create a great place to work and reduce our costs. Our customers now benefit from a completely unique, personalised experience that is designed with them in mind.