CUSTOMERS STORIES

City of Santa Fe Springs, California

WHAT MAKES A DIFFERENCE IN SIMPLE RECORD KEEPING TOOL SWITCH?

City of Santa Fe Springs, California was founded on a simple, powerful idea: people should be able to access and share their content from anywhere. Since 2005, Box has helped more than 8 million individuals, small businesses, and Fortune 500 companies do just that.

Challenge: Hectic Record Keeping

At Box, customers are definitely the main focus, and their ultimate goal is driving customer satisfaction. Getting a true measure of customer satisfaction was difficult with their previous software, however, and it could take a week to pull a satisfaction report. “We moved from having no idea how satisfied our customers were to every rep knowing not just our overall satisfaction rating, but their own personal rating, as well,” says Riddle. Now that the team has complete visibility into this critical information, it’s almost turned into a game they play, to see who can drive even higher customer experiences.

MCT as a Solution

At MCT, customers are definitely the main focus, and their ultimate goal is driving customer satisfaction. Getting a true measure of customer satisfaction was difficult with their previous software, however, and it could take a week to pull a satisfaction report. “We moved from having no idea how satisfied our customers were to every rep knowing not just our overall satisfaction rating, but their own personal rating, as well,” says Riddle. Now that the team has complete visibility into this critical information, it’s almost turned into a game they play, to see who can drive even higher customer experiences.

Results

At MCT, customers are definitely the main focus, and their ultimate goal is driving customer satisfaction. Getting a true measure of customer satisfaction was difficult with their previous software, however, and it could take a week to pull a satisfaction report. “We moved from having no idea how satisfied our customers were to every rep knowing not just our overall satisfaction rating, but their own personal rating, as well,” says Riddle. Now that the team has complete visibility into this critical information, it’s almost turned into a game they play, to see who can drive even higher customer experiences.

SIMILAR STORIES

AT A GLANCE

Industry: Software & Technology

Location: Los Altos, CA

Customer Since: June, 2011

No. of Employees: 23

No. of Customers Served: 128

Use Case: Customer support

Favorite Feature: Customer satisfaction ratings, providing instant visibility to entire organization

What They’re Saying: At MCT, we understand our great asset is people and their potential. That is why we invest significant part our resources on training, ensuring our employees are constantly updated on new technologies and skills, meanwhile developing and maintain a culture that foster openness and flexibility to encourage our people to think creatively.