The Right Path to Customer Satisfaction - InMomentinfo.inmoment.com/rs/463-JAW-587/images/Customer... · ©2013 Walgreen Co. All rights reserved. Confidential and proprietary information.

©2013 Walgreen Co. All rights reserved. Confidential and proprietary information.

The Right Path to Customer Satisfaction

8/22/2014

Maher Mourad

©2013 Walgreen Co. All rights reserved. Confidential and proprietary information. 2

• 2005: Walgreens acquired

Health Care Clinics System, previously known as Take Care Clinics.

©2013 Walgreen Co. All rights reserved. Confidential and proprietary information. 3

©2013 Walgreen Co. All rights reserved. Confidential and proprietary information. 4

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.