“Historically, product releases were challenging training and communication events for support under Code42’s new customer support structure, the Customer Experience team is very much active participants within the process,” notes Xander Broeffle, Code42 Customer Champions Manager. Now that quality assurance, customer support and documentation are under the same umbrella, Code42 is always up to speed regarding potential issues with product or upgrade releases. Year-to-date, the company’s enterprise customer satisfaction level this year was 97 percent, and its enterprise customer retention rate was 98 percent. The Customer Experience team is helping Code42 achieve near-perfect customer satisfaction and retention levels. As all employees were able to participate in this unique event, it created excitement for the Customer Experience team and showcased Code42’s commitment to providing premier customer service. Working alongside the company’s Customer Champions (customer support team), the Customer Experience team is focused on improving the overall customer experience-from inception of an idea, to support of that idea, to official documentation-and ensuring that the Code42’s “Customer First” mentality continues to be a priority.Ĭode42 launched the Customer Experience team initiative with a week full of company-wide activities, customer team recognition and speeches from the company’s CEO and COO. Established in March 2014, the company’s Customer Experience team was designed to bring the customer experience into the forefront, align product quality assurance to real-world customer problems, and flatten the vertical barriers across Code42’s customer support, quality assurance, and documentation departments. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:Ĭode42 has reengineered what was already a strong customer support function into a model of customer engagement. Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Tell the story about your organization's innovations in customer service since the beginning of July 2013 (up to 650 words). Nomination Sub Category: Award for Innovation in Customer Service - Computer Industries Nomination Title: Code42’s Customer Experience Team Nomination Category: Customer Service & Call Center Awards Achievement Categories The company’s award- winning products have become the gold standard for the enterprise, trusted by the most recognized brands in business and education, including Expedia, Procter & Gamble, Genentech/Roche and Harvard. Company Description: Code42 is the endpoint data protection and management company that provides secure, integrated file sharing and backup at work, at home and everywhere in-between.
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