Case Study: CPG
Saving 62% of damage claims, boosting CSAT for lawn and garden products leader
Minimizing refunds, improving CSAT, and saving money with HGS
At a glance
- Partners since 2016
- Voice, email, white mail, chat, social media, Facebook Messenger, fulfillment, claims and rebate processing
- Delivered from Peoria, Illinois
The solution
Negotiating and Investigating Damage Claims
How we do it
HGS works closely with the client and primary account contact to focus on cost efficiencies. As a true brand advocate and ambassador, HGS introduces the client- and customer-first mindset from day one. Onboarding and training includes significant emphasis on cross-selling and upselling opportunities and tactics— from rebates to damages claims management as well as detailedproduct education regarding lawn care products, herbicides, insecticides, and fungicides.
Stringent scripting for damage claims calls—from wrong product mix ratio to customer product misuse—focuses on empathetic complaint handling and assessment, with first response problem solving aimed at the chief objective of credit. HGS also has developed and built on a process to research claims—even using maps technology to determine location of complaint, to triage claims, and avoid nonessential costs. While maintaining a customer service excellence mindset, HGS has been able to employ communication and escalation avoidance to drive down payouts for the client. In fact, to counter any losses, HGS sends rebates to customers to support cross-sell potential.
Business result
With HGS’s customer service and claims management innovation, HGS continues to deliver higher rates of cost savings for the client. Last year, HGS negotiated away the majority of damage claims, for a 62% cost savings for the client.
CSAT Improvement
How we do it
CSAT is highly important to this client, as the company is positioningitself to include more demographics and meet these customerswhere they are in the CX technology curve. The client looked to HGS’s digital expertise and innovation, and HGS responded with chat, Facebook Messenger, and social. These solutions have effectively driven brand awareness, provided channel choice, and reduced customer effort—all to drive a CSAT transformation for the client. Employee engagement, as with the product education and agent development, has been key to these positive CSAT results.
Additionally, HGS ensures agents are highly educated on product lines. This is supported by consistent communication with the client (including R&D conferences and field testing site visits) and product laboratories on floor for agent reference.
Business result
CSAT improved to 89%, 86%, 83% averages.
Post-Call Survey Response
How we do it
HGS employs a post-call customer survey to keep a steady pulse on the customer satisfaction at the top of the list for the client. These surveys measure satisfaction with products by region, service by region, brand loyalty, and response time. Data is gathered and segmented by Midwest, Northeast, South, and West regions of the US customer base.
Business result
Notable with the positive CSAT results is one key fact: HGS’s service is often rated even higher than product satisfaction. Per most recent tracking, the HGS team delivered an 89% CSAT for “Satisfaction with Rep’s Professionalism by Region.” And, HGS’s service results in response to the client’s objective of a fast, frictionless experience for the clients? The client’s customers recognized HGS’s “right answer, fast” mission with an 86% score for “Satisfaction with Amount of Time it Took to Resolve Issue by Region.”
HGS’s continual benchmarking and monitoring indicates that the sky is the limit.
Results
62%cost savings
86%averages in CSAT
89%rep satisfaction
In 2017, HGS achieved the following for this client:
- 50,255 calls handled
- 8,750 chats completed
- 7,150 emails handled 2,328 social media completed
- More than 500 rebate links sent in 2017 via email to customers for cross-sell opportunities.
The way forward
The client has been very appreciative of the engagement, flexibility, strategic planning, and cooperation from HGS. Their feedback has been highly positive—notably in regard to digital solutions brought to the table, as well as workforce management flexibility to meet seasonal needs.
