A residential move is a natural time to re-evaluate home service providers, especially home phone, internet and cable service. In examining the customer defection and churn associated with a move, our telecommunications client identified this as a key time to focus on customer retention and increasing customer loyalty
Previously, our client treated this transaction as a “routine service call” but came to realize that a shift in paradigm was required to keep customers loyal and satisfied through this transitional phase in a customer’s life.
Working with our client, HGS identified elements of the existing processes which were not conducive to loyalty building throughout the customer’s move. With moves identified as a highly stressful time in a customer’s life, we found that our client’s processes were not alleviating many aspects of this stress. Move calls were treated as standard “service” transactions; placed in general service queues with no priority or unique targets or goals established. In short, the value and importance of these call types were not recognized and respected. The entire process was treated with a transactional focus and no specialized training or processes were followed.
To leverage the full potential of the customer move, HGS partnered with our client to develop and pilot a “Moves Concierge” solution; a team of dedicated, experienced concierge agents that would directly support the moving customer during every stage of the move; from customer notification to booking the installation, through to the first bill in the new location.
Moving is a Stressful Time…. Couldn’t We All Use An Experienced Personal Assistant?
The results of our pilot program included: