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Link: The pragmatic approach to transforming customer service – Interview with Mike Upton of First Tech Credit Union
In this podcast episode, from First Tech Credit Union, shares practical approaches to delivering high-quality service and driving transformation within the organization. He emphasizes the importance of focusing on employees to create a seamless and delightful experience for customers. The transition from Salesforce to Pega’s business processing automation helped automate workflows, reduce errors, and connect front and back-office operations. By making incremental improvements and solving specific problems, the organization achieved substantial cost savings and improved member experiences. The article also highlights their journey towards personalization and the need to operationalize it effectively. Mike emphasizes the significance of change management and the role of staff engagement in successful technology implementation.
Key Points
- Focusing on employees and making their work easier enhances the customer and employee experience.
- Practical innovation and incremental changes have a significant impact and are more digestible.
- Identifying and addressing specific problems leads to tangible results and quantifiable business value.
- Change management and getting staff on board are crucial for successful technology adoption.
- Building a learning culture and continuously improving are essential for transformation.
- Personalization is the next step, treating each individual customer uniquely and at the right moment.
- The organization is partnering with external firms and leveraging Pega’s platform for personalization.
- Automation of manual tasks, such as converting SharePoint forms, leads to improved efficiency.
- Quantifiable outcomes, such as reducing contact center time and processing time, demonstrate success.
- The organization’s approach is centered around making things easier, humanizing technology, and delivering value.
- The power of small improvements, solving practical problems, and creating a learning culture are emphasized.
- Frontline staff engagement and advocacy play a significant role in driving transformation.
Key Statistics
- Contact center time reduced from 20 minutes to 8 minutes, resulting in significant cost savings.
- 5,000 hours of payment operation time saved annually through automation.
- Hard dollar savings of over $17 million achieved through process improvements.
Key Takeaways
- Prioritize making things easier for frontline staff to improve customer experiences.
- Focus on practical innovation, incremental improvements, and solving specific problems.
- Engage employees and create a learning culture to drive successful technology adoption.
- Quantify outcomes and tie them to tangible business value.
- Operationalize personalization by aligning backend systems and delivering tailored experiences at the point of interaction.
- Change management is crucial for successful transformation.
- Embrace small improvements that make a big impact.
- Technology should solve real-world problems and deliver practical value.
- Shift from segment-based personalization to individual-level personalization.
- Staff engagement and advocacy are key drivers of transformation.
- Look for opportunities to automate manual tasks and reduce processing time.
- Continuous improvement and a focus on outcomes lead to lasting success.
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