Customer Service Programs for AEC Companies

Johnny Grow

Customer Service Excellence Drives Double Digit Revenue Growth

Ready to accelerate existing customer revenue growth?

What We Can Achieve Together

Elevated Agent Experience, Productivity and Retention

Customer service research found that an improved agent experience resulted in a 22% improvement to agent productivity, 26% lower absenteeism and a 4X reduction in annual agent turnover.

Increased Customer Experience, Lifetime Value and Retention

A subset of 8 customer service best practices is shown to improve customer satisfaction by 26%, increase Customer Lifetime Value (CLV) by 8% and lower customer churn by 9% – all within one year.

Higher Contact Center ROI

A McKinsey research report revealed that shifting customer support from a cost center to profit center with fee-based support services can generate up to 20% of company revenues and increase customer lifetime vale by 1.55X.

A Better Way to Customer Service Excellence

Delivering exceptional customer service is more of a dream than a vision for many call centers or customer service organizations. It's not that they don't want to advocate for customers and maximize their contribution to the company, it's that they are not sure how to do it.

Research performed for the Customer Service Excellence report answers that question. It revealed the 9 best practices to achieve the 5 goals of improved agent satisfaction, customer satisfaction, customer lifetime value, customer retention, and customer service revenue contribution.

Customer Service Cloud Best Practices
Customer Service Best Practices | Source: Customer Service Excellence Report

The 9 customer service best practices are symbiotic, meaning that achieving any one contributes to others. When pursued holistically the contact center maximizes the agent experience, the customer experience and its financial contribution to the company while at the same time lowering cost to serve.

Customer Service Excellence is our Business

We are specialists in helping Architecture, Engineering and Construction (AEC) companies implement best practices that drive customer service excellence and company revenue growth that comes from higher customer lifetime value and lower customer churn.

Our prescriptive methods, best practices and technology accelerators bring proven techniques to achieve repeatable outcomes. Our purpose-built analytics bring visibility and predictability to progress and forecasted results.

To de-risk our programs, our services include program management, organizational change management and governance oversight.

Signature Services

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Customer Satisfaction Programs

Grow customer satisfaction, profitability and lifetime value

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Customer Retention Programs

Improve short term revenues and create a multiplier impact to long term profits

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Customer Experience Programs

Increase financial margins, customer share and retention

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Agent Experience Programs

Increase staff productivity and decrease agent churn

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Support Technologies

Maximize process automation, information reporting and scale

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Customer Service Optimization

Shift suport services from a cost center to profit center

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Artificial Intelligence

Use AI to improve customer service and lower cost to serve

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Salesforce Service Cloud

Get more automation and information from Salesforce Service Cloud

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Performance Analytics

Get real-time customer information and decision support

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How to Achieve Best-in-Class Contact Center Results

The Customer Service Excellence Report ranked the customer service and support strategies, methods and technologies which delivered the biggest impact to the biggest objectives.

The report identifies what the top customer service leaders (i.e., the top 15 percent) do better and differently than their lower performing peers – and how they do it.

Evidence-based best practices provide prescriptive guidance engineered from the actions of the Best-in-Class to make the most successful programs measurable, repeatable and predictable.

Customer Service Insights

The 9 Most Important Customer Service Best Practices

Research findings show the top 9 contact center best practices to achieve customer service excellence and Best-in-Class performance.

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What Customers Like and Loathe about Customer Service

Customer service research ranks what customers want from contact and call centers. Use this data to fuel your journey toward customer service excellence.

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The top 5 customer service technologies as scored by agents

Research findings show the most used and the most valuable customer service and call center technology solutions as scored by the agents who use them.

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Create a Powerful Customer Service Strategy in 4 Steps

The right customer service strategy targets the most important outcomes, defines the programs to achieve them and creates a roadmap for streamlined execution.

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How to Deliver Quality Customer Service — 8 Best Practices

Research findings reveal the 8 contact and call center best practices that consistently delivered the highest customer service quality scores.

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Customer Service Predictive Analytics – See the Future

See how Customer Service or the Contact Center can apply predictive models to improve the agent experience, customer satisfaction and revenue growth.

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The Ultimate Customer Service Dashboard

The most effective customer service dashboard, built on 7 best practices, to empower agents and turn data into the call centers most valuable asset.

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Customer Service Segmentation – The Strategy and ROI

Research findings show how the Best-in-Class customer service organizations apply customer segment strategies to grow customer share, retention and ROI.

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How to Increase Customer Satisfaction by Double Digits

Research reveals 4 steps to systemically improve customer satisfaction and the follow-on benefits of increased customer purchases, referrals and lifetime value.

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How to Achieve Best in Class CRM for Customer Service

A 3-step CRM optimization process to advance customer service CRM software from basic operation, to advanced utilization, to world class performance.

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Visit the Customer Service Insights Hub for more research findings, best practices and customer support technologies