Arcoro - Contact Center of the Year

Company: Arcoro, Calabasas, CA
Company Description: Featuring industry leading Workforce Management, Talent, and Core HR modules, Arcoro's modular HR management solutions provide over 10,000 high-compliance companies with an easier way to grow and manage their workforce. Arcoro: the bridge to better HR.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Up to 100 Seats) - Business Services Industries

Nomination Title: One Arcoro - From Three Companies to One Customer Focused Operations Team

ExakTime’s support team was honored with Silver and Gold Stevie Awards in 2019 and 2020 respectively. Major accomplishments include improving NPS by 8 points, CSAT scores over 99%, and MRR retention over 90% while reducing by 20% ticket volume and response times. With the individual product teams for each brand now merged into a single support organization we are submitting our accomplishments as a single team supporting the full Arcoro family of products.

Arcoro is a merging together of three companies and their industry leading software suites: ExakTime Workforce Management, Birddog HR Talent Management, and Infinity-HR Core HR Management. Our support and implementation teams maintain a laser focus on advocating for and overcoming any friction resulting from the friction that can occur when three independently developed applications are merged.

Outline the team's achievements since July 1 2019 that you wish to bring to the judges' attention (up to 250 words):

NPS Score Doubles
Thanks to detailed analysis creating actionable business intelligence, ExakTime’s NPS Score doubled from 15.7 in 2018 to 32.6 in 2020. The NPS Scores of Key Contacts and Admin Users in 2020 are 47 and 42 respectively.

Single Support Solution
2020 saw the culmination of a monumental task: merging three support ticket systems, ticket histories, users, customers, public help centers, and reporting requirements into a single instance of Zendesk. Over a year of meticulous planning and preparation went into ensuring the smooth merging of systems, including process documentation and training on how to use the new combined system.

50% Ticket Volume Reduction
Monthly combined ticket volume for all brands was slashed in half, from ~5500 to ~2800. We accomplished this feat thanks to having all tickets in a single system and a reorganized team attacking the queue. Improved ticket categorization clearly identified trends of ticket volume that were either eliminated or reduced with improved self-help support documentation.

2.5% CSAT Increase
Combined Arcoro CSAT scores are trending higher, with a 2.5 point increase since January 2020.

1177 Self Support Articles Published/Updated
Over 1000 self help articles have been migrated, updated with new screen shots, and re-branded with Arcoro.

11% MRR Retention Increase
Arcoro’s Net MRR Renewal Rate increase from 89.4% to 99.9% in the past year. Significant increases in the quality of support, quality of the product, and partnerships with Account Management teams have retained customers during an especially challenging year.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):

Merging support systems, processes, and teams into a single system, process, and team provided the apples to apples data necessary to identify issues. Detailed analysis empowered our Operations team to take actionable data and implement changes that improved the customer experience. Improving NPS, Retention, and CSAT numbers show the effectiveness and tangible benefits of our efforts. ExakTime’s UserIQ driven NPS Survey and analysis has proven so effective that it is slated for expansion into the full Arcoro suite.

With a single process and ticket categorization system we quickly eliminated the low hanging fruit causing excessive and unnecessary ticket volume. Continued analysis has led to a queue of new self-support articles, videos and documentation that along with product improvements has cut down on ticket volume. Operations successfully collaborated with DevOps to ensure existing customers are heard and problems are solved.

Merging three brands, companies, customer bases, and software platforms is extremely challenging. March added an additional challenge of a global pandemic, closing all of our offices and requiring everyone to work remotely. Our team has persevered through everything thrown at them and continue to make improvements, moving the needle forward on all of our key metrics. Our singular focus on caring for the customer continues to ensure success for our customers, our partners, and our company as we become one Arcoro.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):

Metrics Highlight Deck - This presentation contains high level metrics referenced in our submission.

-MRR Retention – Gross and Net MRR Retention are both trending higher over 12 months
-Support Ticket Volume – Shows ticket volume over a 12 month period and major causes of traffic spikes/reductions.
-Product Support Ticket Volume by Active Accounts – A comparison of ticket volume from each brand compared to the count of active accounts. This chart identifies trends of traffic by brand, and led to deeper root cause analysis to hit our goal of under 20%.
-Product Support CSAT by Module Group – Combined and break out CSAT scores from tickets going back to January. General improvement across all 3 brands with more work to continue improving scores.
-Ticket Action by Module Group – Analysis by brand of the action support had to take to resolve customer cases.
-Quality Defects – Report from DevOps showing a reduction in P0 and P1 reports, indicating improvements in the software causing fewer critical issues. This is a result of detailed NPS analysis helping re-align priorities to include more focus on improving our software.

2019 NPS Analysis - This is our detailed analysis of data and feedback from the 2019 NPS Survey.

Training Presentations
-Five Pillars of Outstanding Support – Key principles for the support team
-DevOps Prioritization Training – Part of unifying under one process, this ensures consistent process for handling critical issues.
Arcoro Case Handling Training – Key instruction on correct ticket categorization