Showcase2018-12-07T09:24:13+00:00

Customer Engagement award entry for the “[4721]” category

Customer Story: Mail Boxes Etc.

Daisy prides itself on being “big enough to cope, small enough to care.” Founded in 2001 with just a handful of staff, it’s now the UK’s largest independent business communications, IT and cloud services provider.

We continually strive to make the customer journey as enjoyable as possible, and within the past 18 months our Trustpilot score has soared from 2.7/10 to 9.2/10 reflecting the positive impact our improved customer service strategy has had.

We have invested a lot of time and energy into our customer service approach to ensure that our products and services exceed customer expectations, and as such, will be sharing our strategies throughout this entry.

84% of our customers now give Daisy a 5-star Trustpilot review. We are immensely proud of our customer service teams and how they continually strive to offer our customers the best possible experience and hope some of our implementations will inspire other businesses to improve their customer service strategies.

We place our customers at the heart of the business…

Customer Service Executive Rebecca Alleano says: “At Daisy, we provide a service which is personal to our customers. By doing this, we show that we care about the customer and their needs for their business.”

We make it our mission to provide an excellent service and resolve any issues as soon as we can to keep our customers satisfied. We take a proactive approach by reaching out to customers to see what we can do to resolve issues that arise and our service centres are available for our customers on a 24/7/365 basis to ensure that we are always on hand to help.

Marc Benioff, Co-Founder and CEO of Salesforce.com says that: “The future of communicating with customers rests in engaging with them through every possible channel: phone, e-mail, chat, web, and social networks. Customers are discussing a company’s products and brand in real time. Companies need to join the conversation.”

Daisy feels that it is imperative to provide a wide range of platforms for customers to get in contact; we can be reached via email, telephone, SMS, conference call, live chat and our social media platforms. Additionally, our customer portal MyAccount gives customers the ability to log queries as well as analyse bills, activate and order new SIMs and set usage alerts.

We place high importance on improving the speed of answering customer queries and resolving issues. Our service teams aim to answer all incoming calls within 15 seconds and respond to emails within 24 hours of receipt and follow a clear framework for every query received. Each query has a service level agreement (SLA) allowing our agents sufficient time to investigate and also meet our customers’ expectations in awaiting resolution of their query.

We invest in our staff…

Virgin founder Richard Branson believes that: “Setting customer expectations at a level that is aligned with consistently deliverable levels of customer service requires that your whole staff, from product development to marketing, works in harmony with your brand image.”

Driven, Accountable, Innovative, Successful, Yours are our five core values instilled into our 4000-strong workforce across 35 locations. From their initial interview, prospective employees must evidence they share these values, thus creating a culture of “One Daisy,” where every employee is working towards the same goal – being the best.

Daisy’s success lies in the people at the heart of the business and despite unprecedented growth, it has retained a culture where teamwork and collaboration remain key, and customer satisfaction remains paramount.

When asked why she enjoys her job at Daisy, Billing Manager Sonia Mahmood said, “We work together as a team. We have the same values.”

Market research company Forrester recently shared a webinar stating: “To create truly differentiated customer experiences, businesses must also create the right employee experience,” and this is something Daisy fully supports.

Daisy promotes a positive customer service culture and staff receive regular training to help keep them motivated to provide the very best service. All of our new customer service agents are supported through a six-week Customer Service Academy and Graduation Bay programme which enables them to build a secure foundation and equips them with the core skills and qualities needed to be a successful customer service agent within their team.

Daisy’s Senior Customer Service Executive Marion Hacking says: “We put our new agents through a rigorous programme providing top class training in a classroom environment to equip them with the all skills to help and support our customers through any eventuality.”

We listen to our customers…

You’d be amazed how many companies don’t listen to their customers,” says Electronic Data Systems founder Ross Perot.

We believe that customer engagement and use of feedback is imperative to a successful customer service strategy. Our recently implemented ‘Voice of the Customer’ programme allows us to survey customers after every closed order, fault or customer service case, using feedback to implement any changes needed to keep our customers satisfied.

According to Microsoft founder Bill Gates, “Your most unhappy customers are your greatest source of learning.”

Daisy takes all feedback on board and any negative feedback are used to help us improve our services in the future.

Each customer is asked for their opinion on the quality of their transaction and ask them to provide us with a score of 1-10. Our Service Improvement Team contacts all customers who have given a rating below seven, and then work to resolve any issues that caused an unsatisfactory service. Taking this proactive approach has vastly improved customer satisfaction, as we are able to help customers immediately.

According to entrepreneur David Greer, “Customers often know more about your products than you do. Use them as a source of inspiration and ideas for product development.

Daisy takes the time to reply to every Trustpilot review – whether positive or negative. This helps build positive relationships between Daisy and its customers and also gives us the feedback we need to continually develop our processes.

We recently introduced desk-based service delivery managers to our Service Delivery Team, who take a proactive approach to improving service for their accounts. Each customer is contacted on a quarterly basis, during which, they are asked to evaluate Daisy performance, suggest areas for improvement, resolve any outstanding issues and be kept updated on Daisy news.

A service improvement plan is then produced to ensure any unresolved or ongoing issues are documented and fully managed through to a successful resolution. In addition to this, the service delivery manager acts as a point of escalation for the customer, should it be required.

Kayleigh Ogley who manages Trustpilot for the marketing department said: “We take the feedback from our customers very seriously at Daisy, no matter what channel this has come through. Our customers represent our brand and whatever they have to say is important to us as a business. The feedback we receive allows us to continually strive to make any necessary service and process improvements – ultimately making relationships with our customers and employees better for the future.

Robert Half, founder and president of Robert Half International, famously said: “When the customer comes first, the customer will last.”

Daisy works hard to keep each and every customer happy so we can build long lasting relationships and the great reputation we need to succeed.

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Customer Story: Mail Boxes Etc.

What better way of judging the impact of our customer service than including some of our recent five-star reviews from Trustpilot?

Below is a range of our recent reviews which showcase the great work our dedicated customer service team does.

 

Excellent service in monitoring usage and providing advice as to a more appropriate tariff with a significant saving. Very pleasant and helpful service. I can’t imagine one of the big names in telecoms getting close to this personal level service.

Derrick Rowe – Daisy customer – May 2018

 

Excellent customer service received today. We had an issue with our line and it was resolved seamlessly. Very impressed!

Jennifer – Daisy customer – May 2018

 

Excellent service received from Mohammad Sarwar.I didn’t expect to hear anything on a Sunday, let alone have all my queries resolved.”

Mark Crowther- Daisy customer – May 2018

 

I would like to say a big thank you to Michaela for all the help i received today in resetting my password. Michaela was very friendly and patient while she talked me through on how to set my password Michaela stayed with through the process to make sure I was all set up to go. Very friendly service.”

Sandra Merrick- Daisy customer – May 2018

I spoke with Mohammed Sarwar on Friday 4th May in the morning regarding a call divert. He was very friendly and helpful. I then had to phone Daisy back late afternoon due to a technical issue with our phone system. The call divert would not work and if required our phone supplier to make some changes to the system but again I spoke to Mohammed and he went above and beyond to try and resolve the problem and to try and find a workaround for us. Great customer service.

Carole-Anne Mcilroy – Daisy customer – May 2018

 

Since signing up with Daisy our experience has been very good. I would have no problem recommending Daisy Group to others, and may I mention one person in particular, Lisa Lake who has been excellent in her communications.

A.Weatherley – Daisy customer – May 2018

 

I phoned Daisy today and the call was answered immediately, as usual, and within a few minutes passed on to Lisa Lake who was very friendly and efficient. She sounded like she enjoyed her job and dealt with my requirement quickly. Good for daisy to employ good friendly staff!

Campbell – Daisy customer – May 2018

 

Upon speaking with your representative, John, today I was very impressed at the service and also the helpfulness as I was trying to trace my hosting service and had no idea how to go about it. I now have the information thanks to John and am now looking into moving my hosting to Daisy Communications as soon as possible.”

Veronica Cannings – Daisy customer – May 2018

 

Ryan did a quick and efficient divert on a spare line we have. Very professional and courteous service and a nice sense of humour. Top marks.”

Simon Nichols – Daisy customer – May 2018

 

I have found Daisy Customer Support Team to be extremely helpful and couldn’t rate them more highly. Both questions answered quickly in addition to showing me how I can find this information on MyAccount Portal for future reference. Great work, keep it up Daisy.

Ian Garland – Daisy customer – April 2018

 

The usual first-rate service which can be relied upon from Daisy Communications.

Joel Saggers – Daisy customer – April 2018

 

Today I had the utmost good fortune in speaking to JD. He was efficient, knowledgeable, helpful, polite, competent and determined to assist. Within ten minutes the whole issue was resolved to my complete satisfaction. If you had more people like JD on customer service there would never be any complaints at all! So on a personal note, thank you JD and also for your dash of humour. Never under-estimate the power of humour!

Karen Andrews – Daisy customer – April 2018

 

Why do I stay with Daisy? One of the reasons I have stayed with Daisy is the consistent professionalism, skill set, care and courtesy I receive. There is an old saying “If it ain’t broke; don’t fix it!” It works for me.”

Ted Eggs – Daisy customer – April 2018

 

At Daisy we are big enough to cope and small enough to care. We are constantly looking for innovative new ways to deliver more for our customers, our partners and each other. We strive at all times to make things easier to sell, easier to buy and simpler to deliver.

We believe that if we don’t look for ways to continually improve, our competitors will. We use data from customer complaints and our Voice of the Customer surveys to understand the root cause of issues and what needs to be fixed to improve the customer experience. Feedback from our people, who are the experts in knowing what our customers’ needs are, is imperative for us to be able to adopt a ‘one call does it all’ service.

Making it easy for customers to find what they are looking for…

We understand that time is a commodity for most businesses and that our customers want answers to their questions faster than ever before. Daisy has created a Knowledge Base which offers support and guidance on the most frequently asked questions that we receive on an ongoing basis.

Developed by our Customer Service team, the online platform includes information on a wide range of Daisy-related topics from billing and account queries to technical and product-focused questions.

Vanessa Nevins, customer service director of Daisy’s SMB division, said: Time is a commodity for most businesses and we understand that our customers want answers to their questions faster than ever before. The Knowledge Base has been created to empower our customers and help them find answers to questions that might be causing them problems – at whatever time suits them.”

The Knowledge Base’s simple-to-use search bar enables visitors to quickly find what they are looking for, while new content will regularly be added by the Customer Service team as and when new questions arise.

Speaking to our customers…

Author of “More Loyal Customers” Kevin Stirtz believes that: “The first step to success in any business is to ask your customers what they want.”

Through regular surveys, getting in touch with customers after each transaction and taking a proactive approach, Daisy has transformed its business as it’s tailored to our customer’s needs.

Reward and recognition for staff…

In a recent article called “The Power of Positive Employee Recognition, Human Resources expert Susan Heathfield said: “Prioritise employee recognition and you can ensure a positive, productive, innovative organizational climate. Provide employee recognition to say thank you and to encourage more of the actions and thinking that you believe will make your organization successful.”

Daisy places high importance on reward and recognition for staff throughout the business, and we would like to share the following article we found useful which highlights some of the benefits of reward and recognition. Daisy offers a number of benefits, rewards and incentives for staff to keep everyone motivated and working at their best to deliver the best results for our customers.

Daisy rewards all customer service staff who receive a positive mention from customers. We feel that this improves morale amongst the team, and keeps everyone trying their best as they know they will be commended when they go above and beyond. This positive atmosphere is apparent to our customers, and our five-star reviews are proof that Daisy places both its employees and customers at the heart of its business.

Staff who go “above and beyond” are nominated by their peers and rewarded with £50 vouchers. To read more about the rewards daisy offers, click here.