Transcript Document

Ultimate Software: Customer Service
Organization
Overhauling Customer Services:
From Great to Greater with Big Business Impact
About Ultimate Software
Ultimate Software is a leading provider of workforce management
(HRMS/payroll) solutions for mid-size companies.
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550 employees – 62 are in support.
Headquartered in Weston, FL
Revenues total $88 M
NASDAQ: ULTI
1,300 customers in all industries,
representing 5,000 companies with more
than 2 million employees : The Container
Store, Elizabeth Arden, The New York
Yankees, SkyWest Airlines, Nintendo of
America and Ruth’s Chris Steak House
• Achieved certification by
Support Center Practices
(SCP) seven consecutive
1998 - 2005
years
• 2005 Top 25 Best Medium-Sized Companies to Work
for in America by the Great Place to Work Institute
and the Society of HR Management
• 2005 Payroll Provider of the Year by the Human
Resources Outsourcing Association
• Ranked sixth in IDC’s Top 25 Worldwide Software
On-Demand Vendors list and is the only HRMS
provider listed
The Play-by-Play
16 Years of Growth and Change
1990s
• Company was a license-only HRMS software company. Provides 100% employercovered health insurance.
• Grew steadily, achieved profitability and goes public. All employees received stock
options.
2000 - 2003
• Investor confidence in tech companies plummeted. Ultimate decided to change from
a license-only model to a recurring-revenue model with a hosted solution.
• Despite financial challenges, the company forged ahead with the new business
model and technology transformation. There were no layoffs and the customer base
stayed loyal. Benefits remained the same: 100% health insurance coverage and
stock benefits.
2004 - 2005
• Intersourcing®, the on-demand service model, is the primary driver of the company’s
growth. Company posts 7 quarters of double-digit sales growth. Has first full year of
profitability again.
Ultimate’s Culture and Beliefs
• When employees come first, customers stay happy,
companies enjoy financial growth.
• Ultimate values its workforce, takes pride in its
accomplishments, fosters their continued professional
growth, and encourages their ideas.
Ultimate Software’s
Customer Support Team
THE GOAL: Keep Customers Coming Back for More!
FROM
License-only Model
TO
Service-centric Software-as-a-Service
Approach
Intersourcing® is the primary driver of Ultimate’s recurring revenue growth. Free from large upfront fees and
requirement for in-house IT support, organizations rely on their web browser for functionality & the customer
support team whenever they need help.
Customer Support Goals:
• To maintain and continually improve Ultimate Software’s industry-high customer retention rate
Current retention rating = 97%
• To maintain leadership as the Top HRMS On-Demand Software Provider.
Employee Satisfaction
Customer Satisfaction
Employee Satisfaction Metrics
Goal
Score
Employee Satisfaction Current
(based on retention)
96%
97%
> 91%
95%
Employee Satisfaction Previous Year
(based on retention)
Best Practice Process
The Customer Support Organization Ensures
that Customers are Happy and Satisfied
The Game Plan for Managing the ULTIMATE Customer Support Team
1. Coaching
2. Building Relationships
3. Accountability
4. Recognition
COACH customer support employees to build strong RELATIONSHIPS with customers;
hold them ACCOUNTABLE for satisfaction and REWARD them for it.
Coaching and Motivating
Customer Support is a Team Sport
• Employees work in teams and are
recognized for team
accomplishments, as well as
individual achievements.
• Every employee receives a copy of
Pat Riley’s book “Winner Within: A
Life Plan for Team Players”.
• Major league pitcher, Al Leiter,
regularly comes to employee
meetings and shares techniques on
how to focus in high-pressure
situations.
Coaching and Motivating
• National Customer Service Week
– Customer Support participates in this yearly event as each day is celebrated
with fun activities and team building exercises. Each team decorates its area
based on a theme and are judged by a panel of Ultimate judges.
– The last day is an awards ceremony where the CEO personally thanks each
customer support employee and helps distribute financial & recognition awards.
Coaching and Motivating
Employees are encouraged to receive industry certifications
– Rewarded with a salary increase or a bonus.
– Within the last year, 17 employees have earned industry certifications in these
areas:
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CPP (Certified Payroll Professional)
PHR (Professional in Human Resource)
MCP (Microsoft Certified Professional)
MCDBA (Microsoft Certified Database Administrator)
CSP (Certified Support Professional)
CSM (Certified Support Manager)
– Their names and the certifications are displayed on plaques.
– 10 percent of work week can be set aside for studying.
1998 -2005
Relationships
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Customer Support associates are entrusted with developing and maintaining
customer relationships. They are empowered to make the right decisions.
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The organization knows that they impact business results and have a critical
role in designing customer relationship initiatives.
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Instead of taking random customer calls from a queue, each representative
has specific clients they are assigned to. Customers know the reps by name
and have direct access to them on a daily basis by phone, email, or via
support web site.
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Named Service Representatives (NSRs) have an opportunity to meet their
customers face-to-face at various user meetings throughout the year.
Accountability
Comments from Customer Surveys
Awesome support. I really enjoy talking to a LIVE person
who actually cares about me and wants to resolve my issues. Bravo!
Richard Campbell answered my call and he was out of this world wonderful!
Fixed my problem quickly and efficiently! Thanks!!!
Stephanie Gill is amazing…she is patient, helpful and obviously quite knowledgeable.
Her customer service is outstanding!
Accountability
• The response times to customer inquiries of NSRs are monitored by
their manager.
• The compensation (bonuses) of NSRs are tied to performance:
customer satisfaction indicators, customer retention rates, and
response metrics.
• Financial and activity-based “rewards” are given both annually and
throughout the year. Individuals and teams with outstanding
performance are rewarded relative to achievements. Poor
performances are handled through manager discussions on
techniques for improvement.
Recognition and Appreciation
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Customer Service Representative (CSR) Hero Award -recognizes
exceptional customer support
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Awarded during National Customer Service Week
Everyone in the company votes.
1st place receives $500 and 2nd place receives $250
Money and trophy presented by CEO.
Employee annual and other bonuses are awarded by managers based on
performance on:
– Customer satisfaction indicators,
– Customer retention rates, and
– Response metrics
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Team Helmets –
– Each Customer Support team has a team helmet.
– Helmet stickers are awarded when a team member receives an outstanding
customer note or response.
– Teams get a ½ day off and lunch when they receive 25 stickers on their helmet.
Recognition and Appreciation
Every employee benefits from Ultimate’s Employee First philosophy.
– 100% company paid employee health & dental benefits for entire family
– Notes from CEO for birthdays, company anniversaries, and personal and
professional accomplishments
– All-expense paid department trips that include families each year (Key West,
Orlando, etc)
– Stock options for everyone
– Lunches with CEO for new hires and employee anniversaries
– Free weekly breakfast buffet/pizza lunches
– 3, 5, & 10 year seniority gifts/celebrations
– Thanksgiving Dinner
– Periodic surprise visits from an ice cream truck that dispenses free ice cream
during the workday
Recognition and Appreciation
• Customer Support also participates in events that are not only fun but
also help build strong relationships internally.
– Premiere movie night with development department
– Monthly group birthday celebrations
– Each team competes for best decorated office space during Halloween &
Customer Service Week
– Bowling competition with another department