Improving Customer Experience in Telekom

Key Findings & Achievements of Staffino pilot program.

IndependentCustomer Insight System

The Challenge ?

1. The largest customer experience (CX) component is still “human interaction” so any CX improvement has to take into account an improvement in staff performance & service quality.

2. Need to constantly monitor and improve service quality but mystery shopper programs are expensive to sustain on the long run, especially with the large number of stores and survey responses from customers are barely reaching 3% from the total number of visitors to the stores

3. Need to compare the stores performance (and their staff) to find the best and the ones that need work.

4. Existing customer feedback collection tools and channels do NOT carry feedback from non-customers (i.e. store visitors and prospect customers)

5. Existing customer feedback channels are also “centralized” , which means there is a time gap between collecting / analyzing customer feedback and propagating issues to store managers to deal with.

Pilot: 22

Start: October, 2015

No. of Employees: 136

But Feedback came from:

Once people found out they could leave feedback at Telekom stores, they have also rated another 70 franchise Telekom stores, That were not yet part of the pilot program.

Stores92Stores

Telekom started a pilot program using Staffino’s innovative approach

TOP #1 IMPROVEMENT

IndependentCustomer Insight System

Source: GETTING TRANSPARENT WITH STAFFINO – Internal Telekom presentation

Impact on ICCA Retail Scores (Telekom’s own stores)

Implementation of STAFFINO

STAFF ATTITUDE

OVERALL SATISFACTION

Since the implementation our customer satisfaction

score grows continuously!

10 KEY FACTS & FINDINGS:

IndependentCustomer Insight System

KEY FINDING #1

We identified critical issues affecting customers satisfaction

KEY FINDING #2

Positive pressure on all store / shop assistants to improve performance

Since October 2015 all store assistants knew they can be evaluated any day, any time, by any visitor. It created a natural inner pressure to deliver an excellent service to every visitor. (it’s like having a constant mystery shopper in

every visitor)

Hello, last week I visited your venue in shopping mall Central and submitted a request for a TV installation. It's been 10 days now and no one has contacted me yet. After making several phone calls to your customer service lines. I discovered that no such request was registered. I hope this won't happen again. Thank you.

Hello Barbara,

We are glad you chose our Magio TV service, sorry it looks like that after you have visited our store, the service system didn’t register your installation request. This can happen when it is impossible for the system to correctly identify the place of installation based on the given address. We will fix it now, thanks for letting us know.

KEY FINDING #3

We were able to collect feedback from potential customers too

Store Manager

KEY FINDING #4

… ....... ... ...

We easily identified the best and worst performers amongst our staff at the different stores

Employee location % Positive Negative

-

92%

10%

KEY FINDING #5

STAFFINO provides a higher number and percentage of customer feedback than any similar service / tool

because is very convenient and easy to use by the customers or visitors.

And it is more cost effective than mystery shopping.

Comparison of the 2 largest stores:

We established a better service quality audit Thanks to hundreds of feedback delivered in real-time.

KEY FINDING #6

We identified strong / poor CX days for each store

Detailed real time dashboards show cumulative National stats, regional stats and even stats broken into a single branch.

Negative feedback is treated fast and discreet by the store manager – voiding any possible negative publicity, that could find its way to social media, often without any interaction from the business.

Bad customer experience is sometimes shared on social networks, creating a PR nightmare! But not with Staffino.With Staffino you can easily prevent that potential damage, as the negative feedback is instantly sent to the store manager to fix the issue (and in most cases while the visitor or customer is still on the premises)

Staffino also enables the management to monitor and improve, the store manager’s response times, so that all problems or issues can be dealt with swiftly and professionally.

KEY FINDING #7

We were able to channel feedback to each branch within a few of minutes , prevented negative experience that can cause viral flames on social media.

92%

10%

KEY FINDING #8

Comparison of the 2 largest stores:

We identified the store managers who need to improve their performance and responsiveness

KEY FINDING #9

Customers loved the opportunity to thank staff for their great service! This motivated all our stores’ staff

KEY FINDING #10

We identified potential brand ambassadors, amongst our happy customers.

Customers spontaneously left feedback at another 70 franchise stores not included in pilot

42National Staffino roll-out in all 100 stores (Oct. 2016)

#1

Spontaneous feedback from visitors revealed that complaints on franchise stores is higher than Telekom’s owned stores, that's why Telekom decided to implement STAFFINO Nation wide, in order to improve the performance of all Staff at all stores including franchises.

Deal structure:50% of cost to be paid by franchisee50 % of the cost to be paid by Telekom HQ

FACT 1:

ACTION POINT

42

Positive feedback will be automatically forwarded to staffs‘ emails as a way of recognition, to boost their morale, energy and keep them motivated

90% of feedback received was positive.But Telekom haven‘t shared it with staff.

FACT 2:

We will start channeling positive feedback real-time to staff members

#2 ACTION POINT

42

We have other customer interaction channels like “social media” where we can also improve

FACT 3:

launch Staffino customer feedback For our social media channels too.(SEP –OCT. 2016)

#3

How it works?Each agent has unique url EX:https://staffino.com/en/telekomsk/zuzkathat direct customers to their profile.Customer sends feedback the same way as he does with store managers.

ACTION POINT

TESTIMONIAL

Since implementing STAFFINO our customer satisfaction score grows continuously!

“Using Staffino, we have sent not only our customers a clear message, but also our competitors — we are not afraid to look in the mirror. We stand behind our services and welcome feedback with open arms. Staffino is a strong management tool with a comprehensive yet easy interface for our customers’ use. I also appreciate the Staffino team. Other companies ought to take note of their communication and co-operation.”

Roman DemeterSenior Residential Sales Development SpecialistTelekom - Slovakia@telekom.sk

Isn’t it time you try Staffino’s innovative approachto drive you ahead of competition too?

@Staffinoapp

/Staffinoapp

Amr Selim Regional Director – North Americaamr@staffino.com