Code42's 'Customer First' Mindset Supports Experiential Excellence

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Customer Service
Customer Service
By making customer experience its foremost priority, Code42 validates its unwavering commitment to both high quality products and consistently exceptional service.

Data security remains an omnipresent concern for both individuals and businesses. But, while Code42 strives to provide secure, integrated file sharing and backup for both home and office, the company also puts great value in its customer support operations. Therefore, the brand chose to bring its quality assurance, customer support, and documentation functions together under the umbrella of one Customer Experience team to facilitate collaboration and reduce customer service issues.

"In order to delight customers and improve overall experience, we knew we needed better, more collaborative customer support, engineering, documentation and quality assurance functions," explains Josh Brix, vice president of customer experience at Code42. "As we continue to grow quickly in number of customers, employees, and offerings, we sought to improve the overall customer experience-from inception of an idea, to support of that idea, to official documentation-thus ensuring that Code42's 'Customer First' mentality continues to be a priority."

Code42's Customer Experience team-established in March 2014-works alongside the brand's customer support team, also known as Customer Champions. Code42 re-engineered the customer support function to attain several goals, including bringing customer experience to the forefront of the company, aligning product quality assurance to real-world customer issues, and breaking down vertical barriers across departments. Code42 also developed its business enablement team in order to manage and interpret the increased insights flowing into the organization. The team pulls and deciphers information that can then be shared throughout the departments.

Salesforce CRM software helped Code42 achieve the creation of its comprehensive customer view. The technology allows Code42 to form different segmentation views for different types of customers in an effort to tailor their service approaches accordingly. Code42 also implemented NPS in 2014 to guide its understanding of the customer lifecycle. With this data, leaders can then close the loop by using focus groups to determine why subscribers cancel in order to proactively fill these service gaps and prevent future churn.

Prior to the launch of its Customer Experience team, hitting pre-determined product release dates took priority. Now, however, quality assurance has been de-linked from the development department, thereby giving this team the power to delay the release of any given product if it's not completely satisfied. Customer Champions are also part of the loop, which allows customer support to remain up to speed on potential issues with product or upgrade releases. Customer Champions now rotate regularly throughout the Customer Experience team, particularly in the event of new product releases, in order to help both teams prepare and advocate for the customer throughout all areas of the organization. Team members can better predict possible support problems and resolve issues quickly. Improved documentation has also reduced the number of support tickets, as customers can easily find the answers to their pressing questions via Code42's online self-service knowledgebase.

With its 'Customer First' principles in place, Code42 stands to reap the rewards, for its value propositions promises that "when the customer comes first, the customer always wins." Code42 has maintained its 98 percent renewal rate and 97 percent satisfaction rating, while also achieving an overall NPS of 67. Customer Champions have also doubled since 2012 in an effort to support Code42's fast-growing customer base of 35,000 businesses and protect millions of home and work devices. By continuously working to understand and internalize the importance of their roles, Code42 holds the power to provide total peace of mind about the security of its customers' data.

EXPERT OPINION
EXPERT OPINION