Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE Nominated for Customer Service Department of the Year Malcolm Carlaw

San Luis Obispo, CA, June 08, 2009 –(– A leader in enter­prise busi­ness intel­li­gence soft­ware, Infor­ma­tion Builders is one of a few soft­ware com­pa­nies from the mid-seventies still man­aged by its founders. Started in 1975 by Ger­ald Cohen, Peter Mit­tel­man, and Mar­tin Slagowitz, the com­pany now has a world­wide pres­ence and 1450 employ­ees. Dur­ing the early years of the Com­pany, man­age­ment devel­oped a respect for cus­tomer ser­vice that con­tin­ues to this day. For the sec­ond year in a row, Infor­ma­tion Builders is a final­ist for “Cus­tomer Ser­vice Depart­ment of the Year” in the Amer­i­can Busi­ness Awards.

To bet­ter its 2008 per­for­mance, Infor­ma­tion Builders looked for ways to fur­ther sep­a­rate itself from its com­pe­ti­tion in 2009. The tech­ni­cal sup­port team had a wealth of expe­ri­ence and a solid track record for cus­tomer sat­is­fac­tion. Their cus­tomer ser­vice scores were already at 90 per­cent. “We under­stand our customer’s need for strong pro­fes­sional sup­port,” said Stu Madi­son, Vice Pres­i­dent of Global Tech­ni­cal Sup­port. “It’s essen­tial that we sup­port our lead­er­ship posi­tion in the busi­ness intel­li­gence indus­try with out­stand­ing ser­vice.” Stu tar­geted the fol­low­ing areas to help pro­pel cus­tomer rela­tion­ships to a higher level:

· Align Infor­ma­tion Builders’ cus­tomer ser­vice closer with the mission-critical needs of the cus­tomer
· Cre­ate a “trusted advi­sor” rela­tion­ship with the cus­tomer
· Pro­vide man­agers and super­vi­sors with the coach­ing skills needed to sup­port front­line representatives

Infor­ma­tion Builders turned to the Ser­vice and Sup­port Pro­fes­sional Asso­ci­a­tion (SSPA) and Impact Learn­ing Sys­tems to design a learn­ing pro­gram to achieve excel­lence in cus­tomer ser­vice. The SSPA sup­ports the IT indus­try through cer­ti­fi­ca­tion stan­dards, edu­ca­tion, and busi­ness improve­ment solu­tions, while Impact is the exclu­sive provider of train­ing for SSPA’s Sup­port Staff Excel­lence pro­gram. As an indus­try leader in cus­tomer ser­vice train­ing, Impact pro­vides a com­pre­hen­sive learn­ing sys­tem to sup­port train­ing, call cen­ter coach­ing, and recog­ni­tion goals essen­tial to sus­tain results.

Our mem­ber com­pa­nies look to us for strate­gic tools to mea­sur­ably improve their busi­nesses,” says Tom Rich, Senior Vice Pres­i­dent of Mem­ber and Part­ner Pro­grams at The SSPA. “The Cus­tomer Ser­vice Pro­fes­sional Cer­ti­fi­ca­tion pro­gram pro­vides com­pa­nies like Infor­ma­tion Builders a sig­nif­i­cant advan­tage over their competitors.”

By focus­ing the train­ing on the essen­tial needs of the cus­tomer, and sup­port­ing front­line rep­re­sen­ta­tives with excel­lent coach­ing from super­vi­sors and man­agers, Infor­ma­tion Builders was able to improve the cus­tomer ser­vice skills of its front­line rep­re­sen­ta­tives. This trans­lated into stronger bonds with cus­tomers. Here’s how their cus­tomers felt:

· Cus­tomer sat­is­fac­tion scores went from 90 per­cent to 96.7 per­cent
· Pro­fes­sion­al­ism scores were 100 per­cent for three con­sec­u­tive months post-training
· Tech­ni­cal pro­fi­ciency scores rose to 98 per­cent
· Sat­is­fac­tion with prob­lem res­o­lu­tion time rose to 92 per­cent
· Infor­ma­tion Builders’ cus­tomers are not just sat­is­fied with the ser­vice they received, they are enthusiastic.

Cus­tomer sat­is­fac­tion scores in the 90 to 100 per­cent range are a reflec­tion of strong cus­tomer loy­alty. Since Infor­ma­tion Builders’ clients include most of the For­tune 100, it’s easy to see why they con­sider cus­tomer ser­vice so impor­tant. In 2010, be sure to look for Infor­ma­tion Builders in the finals for Cus­tomer Ser­vice Depart­ment of the Year again. They have some­thing to prove.

Impact Learn­ing Sys­tems
Impact Learn­ing Sys­tems Inter­na­tional helps com­pa­nies increase their bot­tom line by improv­ing the com­mu­ni­ca­tion skills of their sales and ser­vice agents. As indus­try lead­ers in under­stand­ing and improv­ing the representative/customer inter­ac­tion, Impact offers train­ing, con­sult­ing and cus­tomized ser­vices to help the world’s most suc­cess­ful com­pa­nies build top-performing teams.

Mal­colm Car­law cur­rently serves as the Exec­u­tive Vice Pres­i­dent of Impact Learn­ing Sys­tems, a com­pany ded­i­cated to pro­vid­ing world-class cus­tomer ser­vice and sales train­ing to front-line agents. He speaks reg­u­larly at trade shows and indus­try con­fer­ences. He holds an MBA in orga­ni­za­tional devel­op­ment and finance. Mal­colm is an avid pho­tog­ra­pher, enjoys inter­na­tional travel, and man­ages to keep his orchids bloom­ing most of the year.
2 Nominated for Customer Service Department of the Year
Mal­colm Carlaw
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