How Rogers for Business boosted their CSAT score by 9 points
It’s the same situation many large organisations find themselves in today — with multiple sites and divisions spread out across the globe, all different in character. Some are small, some are large, some are unionised, and some have a great safety record, while others could use improvement. Across such large organisations, it makes sense for different sites to have different challenges around safety.
It’s not without its challenges. In the B2B environment, customer use cases are highly complex and customised, requiring very specialised roles—which makes it hard to generalise training. And frontline employees simply don’t have a lot of time.“
The core function of the job is to be there for our customers, so we can’t be taking people off the phones or away from serving our customers for lengthy periods of time,” says Rondeau. “Axonify was a key part of solving this issue. It put the foundation in place to build out role-specific learning journeys to close the gaps on our priority areas.”
They’ve also been able to address another key training challenge: moving beyond ‘one-size-fits-all’ to provide tailored and relevant guided learning paths for specific roles.“
As content is developed, we’re able to facilitate it through Axonify. I use the term ‘facilitate’ very deliberately, because not all content can or should be microlearning. But Axonify has the ability to connect to other platforms.” “If they have to go take a course in our LMS, or attend an instructor-led training session, you can manage that in Axonify,” says Rondeau. “Knowing that this is the platform everyone is in every day makes it the right choice as a foundational learning tool that will facilitate learning for our team members.”
They’ve also been able to leverage pre-built content to help their team adapt to changes brought about by the pandemic.
“We’ve been using Content Marketplace way more this year, thanks to the excellent content the Axonify team has been putting out,” says Rondeau.
“In particular, Axonify put out some timely and relevant content related to COVID-19, which we used to support our team members to adjust to the their new reality of working from home.”
Training that gets results
The rollout of the customer experience framework through Axonify contributed to an impressive 9 point increase in their CSAT score and a 5.5 increase in their post-transaction customer survey score.
Meanwhile, other areas of the business have taken note. “The use of the tool has expanded so much further than just the CSO, which speaks to the faith and the credibility that the tool has within Rogers.”
In addition to the CSO team and the small office/home office team, Rogers has expanded Axonify to an additional 7,500 team members in Rogers Care, Fido Care, Inbound Tech Support and Credit Ops. Rondeau sees more opportunities ahead as they continue their partnership.
“I’m always really excited to see the product roadmap Axonify comes out with. That’s the beauty of this platform—the Axonify team is always innovating to elevate the customer experience and makes life easier for our team members and administrators of the platform,” he says. “I really appreciate the customer-centric approach that Axonify takes in adding value for their customers, based on feedback and data, to make the platform the best it can be.