The Gannett Healthcare Group, division of $7B Gannett Company, is a nursing and healthcare communications company that educates tens of thousands of professionals per year. It has become one of the healthcare industry’s leading educational organizations by providing exceptional training content and customer service.
To continue its rapid growth, Gannett must continually improve customer satisfaction levels in order to benefit from positive word-of-mouth. The first step towards this goal was adding sales representatives and customer service agents to its nationwide team. In scaling the customer service organization, however, Gannett encountered the following challenges:
• Customer orders had grown to a rate of several hundred thousand per year
• The existing method for tracking service requests using Google Docs Spreadsheet created data inaccuracies due to its lack of relational capabilities and – this issue was compounded by the increasing order volume
• Lack of accurate data limited management’s ability to (1) monitor and improve the performance of individual service agents, (2) measure group performance to predict overall satisfaction levels and the time when additional staff would be needed, and (3) proactively address risks with certain accounts before they became major issues
• Insufficient IT resources to develop an in-house application
These challenges prompted Ken Ramirez, VP of Sales and Marketing, to search for a current generation solution that would be inexpensive to own, simple to deploy / maintain, and easy for nationally distributed team to use.
The Gannett Healthcare Group used TrackVia to increase its level of customer satisfaction by automating its service and support workflow and enabling its nationwide team to simply and securely share the status of customer requests. The result has been an unqualified success:
• Business Impact: Dramatic increase in management visibility resulting in commensurate increases in team performance and customer satisfaction
• Cost Savings: Approximately 90% cost savings versus CRM application
• Setup Time: 3 days
“The quality of our customer service has improved substantially since implementing TrackVia. Our ability to manage the quality of our customer follow-up has increased dramatically.”
– Ken Ramirez, VP of Sales & Marketing
