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The Right Path to Customer Satisfaction
8/22/2014
Maher Mourad
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• 2005: Walgreens acquired
Health Care Clinics System, previously known as Take Care Clinics.
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1.4 BILLION 1,400,000,000 IMPRESSIONS
5X
Getting it right matters
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Enterprise Loyalty •Satisfaction with Company
Call Center Transaction Satisfaction with Contact Experience
of enterprise loyalty scores can be attributed to transactional experiences
45%
Up to
We’re invested in success
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2011 2012 2013 2014 2015
• Productionized CSat survey process
• Reporting via iPad, portal and email with multi-level analyses available
• Standardized CCO CSat survey questions across call centers
• Launched CSat for Healthcare Clinics, Consumer Relations & WCard
• Expanded CSat Process for PCC Tucson
• Launched CSat for PCC Orlando & Miami Lakes and Balance Rewards
• CSat results available at the agent / pharmacist level
• Existing Surveys: PCC – Tucson, Mail Service & eComm
• CSat results available at the BU level
• CCO Businesses CSat Inventory completed
• Customer Speech to Text Analytics Available
• Survey Expansion to eComm Pharmacy, Daily Living and Photo at Mindshare
• Survey Expansion to Mail Service at Mindshare
• Launch Surveys across Channels –Chat & email
Optimization Initiatives
• CSat standardization across all LOBs
• Customer Channel preference for Survey
• Omni-Channel satisfaction
• Customer lifecycle satisfaction vs. by transaction
It’s paying off for our customers
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2012 2013 2014
Cu
sto
me
r Sa
tisf
acti
on
Year
p 3.0%
p 1.4%
Change Starts at the Top
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Analyze the Data
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Share The Results!
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Achieve!
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In the last 3 months, we’ve realized a
44% increase in the number of ‘Star’ agents supporting our largest LOB
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Stay Engaged
Agent Survey Quota via InMoment Throttle
Monitor survey quota for consistency
Each agent averages same total surveys
After hours survey timing to call customers
Analyze the Survey Call Times to our customers
Determine suitable end times and when survey is clear to
reconvene next day.
CSAT vs AHT
Selected tenured agents with high AHT and low CSAT scores for focus.
While using InMoment, we were able to track real time data, such as
CSAT scores as well as possible defects for on the spot coaching.
InMoment provided us the visibility to conduct comparison data analysis
by allowing the extraction of previous CSAT scores.
Summary
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• Since 2012, Walgreens Contact Centers have launched
InMoment throughout most Lines of Businesses.
• Focused more on real time data, which helps with on the spot
coaching for our team members.
• Over the course of several years our contact centers have
increased in Customer Satisfaction throughout all lines of
businesses.