Case Studies

Don’t just take our word for it. Here’s what a couple of our customers have to say about us!

 
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Why does customer feedback evaluation feel so tricky?


In a world where it seems like we measure everything else, effectively evaluating the customer experience continues to elude most organizations.  But let’s face it, we are all constantly evaluating the people we interact with - without even realizing it.  As humans, we automatically apply two simple standards every time we engage with a service provider:

1.       How well did the required task get done, and

2.       How was my interaction with that person?

Quick Feedback Provides the Best Results

 Capturing these two critical pieces of information in real-time is essential.  More data isn’t always better or more valuable.  Rather than worrying about dozens of data points, this simple framework enables organizations to have a new feedback loop of clear and immediately actionable customer feedback to improve their customer retention, reduce customer acquisition costs, and increase profitability. 

Deploying a Feedback System in the Field

Driven by its commitment to superior service, Cannon IV is a leader in the managed print services industry.  The company’s technicians are deployed to customer locations to service and repair printers and copiers.  Searching for a mechanism to receive real-time customer insights and quickly close the feedback loop with their technicians, the company is partnering with BoxScore.  

BoxScore has enrolled Cannon IV’s technicians onto its platform and is sending quick, 30 second feedback requests to Cannon IV customers after the technician leaves the customer site.  In addition to increasing customer satisfaction and retention, this data has turned into a revenue producing asset.  Taking advantage of their high satisfaction levels, Cannon IV has built this customer feedback into their sales proposals and leverages it during contract renewal negotiations. 


Know Your Numbers

It’s never been more difficult to manage a team.  In today’s chaotic business environment, managers and employees are pulled in many directions.  Data streams exist by the dozens.  Organizational velocity is ever increasing.  Adding to the chaos, teams are often based in different physical locations.  Given the pace at which managers are required to operate, a simple yet true understanding of team performance has never been more critical. 

In a world searching for wisdom yet drowning in information, BoxScore is this simple yet powerful measurement of employee performance.  Does a manager really need another complex report?  Does anyone in the organization regularly have 15 minutes to give feedback?  Ultimately, aren’t only two pieces of information required for a manager to keep the pulse of the individuals on their team?  A manager simply needs to know:

·         How well is the employee executing the responsibilities of their role?

·         How well do they interact with others and represent the group to other parts of the organization?

Goodwill Partnership

Looking for a way to capture simple, yet real-time feedback about the internal service provided by the Human Resources Department, Goodwill is partnering with BoxScore to capture feedback after each HR case.  This data stream enables the Director of Human Resources to see performance trends by team member, case type, and at a summary level for the entire group.  This new feedback loop enables real-time course corrections, negative incidents or trends to be quickly identified and resolved before turning into a larger issue, and big wins to be celebrated.  It’s also the clear data-driven response to an executive’s question, “how’s your team doing?”   

Is More Actually Less?

Is more data necessary?  The simplicity and real-time nature of the BoxScore solution drives a significantly higher than industry average response rate of 40%.  Easy to read yet powerful graphical reporting enables quick analysis and rapid decision making.  Is more data truly required to consistently keep the pulse of team performance, execute team goals, and drive improved overall team and organizational performance?     

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