Industry: Manufacturing, Distribution
Type: B2B & B2C
Location: Geelong, Victoria
Introduction
Custom Neon, a leading provider of bespoke neon signs, recognised the importance of delivering exceptional customer experiences to maintain a competitive edge in the market. To achieve this, they partnered with SuccessCX, a renowned customer experience (CX) consulting firm, to implement better Key Performance Indicators (KPIs), improve visibility of work, re-define workflows for more efficient, and streamline processes. This one-page case study explores how the collaboration between SuccessCX's expert services and Custom Neon's project & delivery team, improved outcomes for their customers.
Client Background
Custom Neon has gone from strength to strength for over a decade, offering high-quality custom neon signs to businesses and individuals. With the added demand for their offerings, the company faced challenges in continuing to exceed customer expectations consistently and efficiently.
The Challenge
Custom Neon realised that to maintain their reputation and foster long-term customer relationships, they needed to enhance their customer service and success efforts. The challenges they faced included:
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KPI Measurements: Custom Neon's existing set-up did not provide a comprehensive view of service level targets and operational performance.
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Limited Visibility: The lack of real-time visibility into ongoing projects made it difficult to identify bottlenecks, capacity constraints and manage work prioritisation effectively.
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Workflow: Custom Neon's internal processes needed to be underpinned by a technical solution, to allow more effective work management and efficiency among team members.
The Solution
Custom Neon engaged SuccessCX who worked with key team members to define and extend Custom Neon's existing processes and collaborated with the company's management and teams to implement the following solutions:
1. Advanced Integration: SuccessCX worked collaboratively with the internal team to design and integrate Custom Neon's platforms to operate together, with Customer Quoting Mechanisms, Sales CRM and Customer Service platforms working together harmoniously. This enabled Sales, Design, Delivery and Customer Service teams to work seamlessly and consistently together, improving the overall Customer Experience.
2. Real-time Work Visibility: The Customer Service solution underpinned Custom Neon's processes in the platform, delivering a centralised workflow that enabled Custom Neon's teams to track project progress in real-time. This solution facilitated better coordination and prioritisation of work, enhanced communication and visibility, and allowed for timely interventions if any project faced bottlenecks.
3. Streamlined Workflows: SuccessCX worked closely with Custom Neon's teams to redefine and optimise their internal workflows. By clarifying responsibilities, setting milestones, and automating repetitive tasks, the company's productivity improved significantly.
4. Training and Skill Development: Targeted training sessions were provided to equip Custom Neon teams with the necessary skills to adapt to the new processes and tools effectively.
Results and Benefits
Custom Neon's collaboration with SuccessCX yielded remarkable results and numerous benefits:
1. Improved Customer Satisfaction: The implementation of the new KPI framework and streamlined workflows allowed Custom Neon to consistently meet and exceed customer expectations, resulting in higher satisfaction rates.
2. Reduced Lead Times: With enhanced work visibility and efficient workflows, Custom Neon reduced the lead times for project completion, enabling them to deliver neon signs to customers faster.
3. Enhanced Quality Control: The real-time tracking of projects facilitated immediate identification and resolution of any quality issues, leading to improved product quality.
4. Increased Customer Retention: Custom Neon's efforts to enhance customer success led to a higher rate of repeat business and increased customer loyalty.
5. Business Growth and Expansion: The improved customer success practices positively impacted Custom Neon's ability to deliver, attracting new customers and opening opportunities for expansion into new markets.
Conclusion
With the help of SuccessCX's expert services, Custom Neon was able to transform its customer success strategies, resulting in enhanced customer satisfaction, optimised workflows, and improved business outcomes. By implementing better KPIs, work visibility, and efficient processes, Custom Neon solidified its position as a market leader in delivering bespoke neon signs, setting a benchmark for exceptional customer experiences in the industry.