National Customer Service Week (NCSW) runs from 7 – 11th October 2024 and is the perfect opportunity to reflect on the vital role that both technology and people play in delivering outstanding customer service.
At Churchill Group, we believe that great customer service is built on a foundation of innovation and human connection. We’re proud to support NCSW and its mission to shine a light on the importance of customer care.
Embracing technology for enhanced customer service
We’ve long recognised the value of technology in improving customer experiences. From our early days of using a simple audit system, we’re now using Mo:dus, our bespoke platform that gathers real-time feedback, conducts detailed audits and tracks key performance indicators.
One of the more recent additions to our tech toolkit is our newly introduced helpdesk software, Service Cloud. This system allows us to track every customer service interaction, from queries and complaints to routine requests. Service Cloud also integrates directly with our email system, enabling our HelpPoint team to respond quickly and efficiently, while its customisable features ensure tailored communication with our clients. It integrates with customer systems too, even if they are using a third-party provider.
In some cases, such as with a major FM provider that we work with, we’ve built customised service level agreements into the system. This creates a seamless flow of information between our platforms and theirs. This integration ensures smooth communication between teams, making it easier to manage the wide variety of services we provide, from cleaning and security to more unique tasks like managing bee hives or delivering Christmas trees.
Another great example of utilising Mo:dus to enhance our customer support is improving waste management at St. Pancras International. There were disparities over which business was creating what type of waste, and as a result, how costs were apportioned.
The problem was that each producer’s size was irrelevant to the waste they created. We proactively created and implemented a new module on Mo:dus to help the client address this problem. We started measuring the weight and stream of waste from each producer on any given day and every waste producer has a lanyard which is used to manage their waste.
When they bring their excess down for disposal, the operative in the service yard scans each different type of waste and where it’s coming from. The recycling of food, glass, and general landfill all gets weighed and recorded. Everyone’s using the same tools with no extra resource, at no extra cost.
The station operators now have access to a kilogramme-by-kilogramme account of who’s creating what so everyone is charged correctly. Retailers are now more careful with their waste and thinking more about recycling. You can read more about our work at St. Pancras International in our case study.
The vital role of people in service excellence
While technology plays a crucial role in delivering outstanding customer service, it’s the people behind the tech who truly bring it to life. We understand that the human touch is irreplaceable when it comes to customer care. That’s why we’ve recently introduced the role of the service manager, dedicated to enhancing the customer experience by providing ongoing training and support to our HelpPoint team.
Our service manager runs bi-monthly forums where the team discusses what’s working well and where improvements can be made. These feedback sessions help us continually refine our systems, making them easier for our teams to use, which in turn results in better service for our clients.
This focus on continuous improvement doesn’t just stop at training. We’re always looking ahead, exploring how future technologies such as AI and chatbot features could further enhance our service offering. But no matter how advanced the tech becomes, our commitment to the Churchill Group touch—delivering service with genuine care and attention—remains at the heart of everything we do.
Always do right
There’s a delicate balance between technology and human expertise in delivering exceptional customer service. We’re proud to combine cutting-edge systems with the dedication and professionalism of our colleagues, ensuring that we can respond to our clients’ needs quickly, efficiently, and with a personal touch.
The future holds exciting possibilities, and we’re ready to embrace them while staying true to our core philosophy: we always do right.