STANLEY Security is pleased to announce it is a Customer Care Initiative of the Year finalist in the prestigious Security & Fire Excellence Awards 2016 for its Customer Excellence Initiative.
Now in their eighteenth year, the Security & Fire Excellence Awards have consistently broken new ground in highlighting the very best people, projects and processes that the security and fire sectors have to offer. A high number of quality entries were received this year –17% up from last year – making finalist status an even greater achievement than ever.
As part of the Customer Care Initiative award entry, STANLEY Security explained its Customer Experience Team strategy for delivering customer service excellence. This strategy is based around bespoke management, whereby customers receive a dedicated Customer Management Executive to support their needs alongside their Account Manager; a robust CRM system to aid management of all aspects of the customer relationship; and a Customer Management Team which centralises the customer contact point to a single dedicated team. This approach helps differentiates STANLEY Security’s customer experience and has proven to be highly regarded by customers, which is reflected in a consistent fall in customer attrition over the last three years consecutively.
Concise, achievable KPIs have been established across all five STANLEY Security customer touchpoints: account management, installation, service, monitoring and billing. These address all call centre customer interactions, complaint handling by the Customer Management Team and retention tracking to both measure the percentage of Win Backs of contracts expiring and analyse all reason codes to highlight where process or system improvements are required. The KPIs are regularly measured and monitored and lead to genuine, actionable activities to further feed in to the customer experience programme.
Continuous improvement is a key factor in the success of STANLEY Security’s customer service strategy. STANLEY Security staff receive ongoing training to enhance customer experience, including weekly call coaching at the National Call Centre. Furthermore, the company is establishing a Customer Journey which ‘hugs’ the customer from initial contract through to re-signing or termination of contract. Going forward this process will provide a Net Promoter Score (NPS) – a management tool that can be used to gauge the loyalty of customer relationships. Customers are then engaged in a discussion about the feedback they provided through the NPS survey process, with in-house results used in continuous improvement workshops to feed back to the business.
“We are delighted to have achieved finalist status at the Security & Fire Excellence Awards this year” states Ray Parfitt, Head of Business Excellence at STANLEY. “STANLEY Security considers a positive, unique customer experience is vital to clearly differentiate ourselves in a crowded market. We have invested considerably in achieving this and have a clear and concise roadmap for reaching customer service excellence in 2018; we are certainly well on our way to achieving that. Becoming a finalist for the Customer Excellence Award is a great recognition of all the work put in by our team.” Leanne Taylor, Head of Customer Services also added that “The Customer Experience is so much more than a paper exercise, you really have to have passion and belief. I am lucky enough to have a strong, creative and passionate team that is committed to providing a unique experience to all our customers. The National Call Centre and Customer Management Team have fully embraced the Customer Excellence Initiative taking pride in all they do internally and externally by remembering the key sentence ‘always put the customer first’.’’
Winners of the Security & Fire Excellence Awards 2016 will be announced on 23rd November at the evening ceremony held at LONDON HILTON ON PARK LANE.