Representatives of the firm joined hundreds of delegates at the huge event in London’s Wembley Stadium, and gave presentations to judges that outlined details of their impressive customer-centricity in the Best Contact Centre Small – Customer Satisfaction category.
Annually, SearchFlow runs over one million conveyancing searches for over 2,500 clients. As a result of technology and people process improvements led by a new Customer Experience manager, email queries are responded to on average within 90 minutes – over 50 percent faster than the same period last year.
Now, 98 percent of calls are answered within eight seconds. SearchFlow consistently meets a minimum three-hour SLA with real-time SLA updates now visible to the team. In the last quarter, no SLAs were exceeded.
Meanwhile, SearchFlow also won the Silver award in the Transforming the Customer Experience category, taking into account the launch of their new online order platform, and for the implementation of a new data-driven order fulfilment delivery model.
SearchFlow has undergone dramatic change in the past 12-18 months, transforming its processes to deliver a digital-led service that is driven by technology and data, and powered by people.
SearchFlow’s Customer Experience Manager, Katriona O’Hare, said: “To win two awards in the prestigious UK Customer Experience Awards is a fabulous achievement and something the whole team can be proud of. We acknowledged last year that we needed to invest both in our technology and in our people, to deliver a modernised service that meets the needs of our customers, both today and in the future.
“Our new platform enables intelligent ordering, streamlined management, and access to case progression. It was delivered in parallel with a new order fulfilment model, which delivers a much more proactive service.
“Backed by professional development programmes and training, we are now responding to support calls and emails faster, have seen no major escalations or breaches in our service level agreement since last November, and have seen our employee engagement boosted.
“It is a huge testament to see our efforts not only regain ground against other service providers in our own industry, but to far excel those efforts – and in doing so, to overtake the blue chips and international firms we found ourselves up against in the judging to become the UK’s Best Small Contact Centre.”