The Customer Relations Award is a platform that has been celebrating and honoring projects related to customer service, customer centricity and customer relations for 14 years now. In various categories, companies can showcase their expertise and present their commitment to both customers and employees.
A total of 18 companies were able to convince the jury this year with their projects relating to customers and employees. At Cmm360.ch there is constantly updated information about the commitments and projects with which the companies and teams have applied this year.
Award Night on November 22
The winning works in each category will be announced on November 22, 2022 in the context of the award night at Aura Zurich and via livestreaming. Furthermore, in the following year 2023, all winners will not only receive visibility in the trade magazine Cmm360.ch offered the opportunity to present the project to other interested parties as part of the "CRA Safari Events", which Cmm360 organizes together with Callnet.ch.
Both nominees and winners have the opportunity to appear as guest lecturers at the award partner HSLU and present their project and approach to students in a lecture.
CRA: The nominees 2022
Category: Customer Experience (presented by BSI):
Category: Customer Focus (presented by Service Excellence Cockpit):
Category: Employee Focus (presented by Aureus):
Category: Innovation (presented by Genesys):
Category: Newcomer
Category: Field Service Management (presented by SKDV)
]]>Three expert talks rounded out the awards program. Meike Tarabori, Editor-in-Chief of Cmm360.ch and organizer of the Customer Relations Award, led the program.
Finally, the 2021 winners celebrated together with colleagues, jurors, sponsors and fans of sustainable customer relations at a flying dinner at Kosmos Zurich.
SVA Aargau wins in the Customer Focus category
With its vision of being the leading service provider in the field of social security throughout Switzerland, SVA Aargau was able to convince the 15 jurors and receive the award in the Customer Focus category.
The services offered by the SVA cover ten areas: AHV, IV, loss of earnings compensation, premium reduction, maternity compensation, family allowances and others. In order to be able to fulfill the service promise "We secure existence - personally, quickly and effectively", the SVA Aargau places the customer at the center of its actions.
Until now, customers had to contact each individual service area separately when they had a concern, because the internal customer service structures did not comprehensively support an effective and positive customer experience. SVA Aargau therefore set itself the challenge of how to make contact easy for customers while offering advice from a single source.
By combining all consulting competencies and services in one room, a first attempt was made to make this possible. Since there is no comparable advisory center in the 1st pillar, SVA Aargau decided to create a learning environment in the form of a lab to find out, together with customers and co-designers, what the future comprehensive customer advisory service should look like.
Swiss Post wins in the Customer Experience category
With its project "Video support via smartphone as a digital bridge between customers and support staff", Swiss Post won in the Customer Experience category.
"Swiss Post's solution provides customers with a support experience that not only satisfies, but delights. Customers can handle service concerns quickly, efficiently and personally during a phone call," the jury said.
The solution enables support staff to carry out an uncomplicated visual assessment directly via the customer's smartphone camera. On the customer's side, all that is needed is a click of approval, and the Video support via smartphone in use.
In addition to live video, useful features such as photo function, live chat with translation, a cursor with pointing function, location detection, geo-SMS and automatic service reports support. The solution complies with all data protection requirements and requires no app, software installation or login. The adoption rate among business customers is very high at over 90 %. This means that virtually all customers can be served immediately on their smartphone during an ongoing call, and claims or support processes can be handled simply at the first customer contact. This eliminates unnecessary and expensive on-site visits.
Trumpf triumphs in the innovation category
Convincing customers with innovative solutions is Trumpf's trump card - and it was with this that the project also scored points with the judges in the Innovation category.
The company offers its customers networked production technology of the latest generation. As state-of-the-art as the machines were, the customer service was analog. Malfunctions on the equipment had to be recorded manually. This is exactly where problems arose in the past: Malfunctions were reported by phone, mail or to the "wrong" technician. The technicians wanted to provide top service, but were prevented from doing their job by misunderstandings. Disturbing background noise, unclear error codes or incomplete messages led to extra work. So Trumpf implemented without further ado A service app. The app is unique in the industry and is popular. More than a third of all faults are now reported simply, quickly and intuitively via the app. A clear win-win situation: more transparency for customers and more efficiency for technicians.
Callpoint secures victory in the Employee Focus category
With its "Smile Initiative" as a new performance management tool, Callpoint came out on top in the Employee Focus category and won the award.
Until now, employee assessment was based exclusively on the achievement of key figures. Samuel Ryter, CHRO, and Michael Jeger, COO, initiated a new performance management with Smile, based on sense-making, commitment and enthusiasm.
Smile has significantly increased employee satisfaction and substantially reduced staff turnover, recruitment costs and absences due to illness. Thanks to the increased emotional loyalty of the employees, it was also possible to achieve that a very large number of existing and former employees recommend Callpoint as an attractive employer, which has a very positive influence on the number of incoming job applications.
Best Newcomer and Best Talent excellent
This year, Kim Arn from AXA was named Best Newcomer with the best overall report card in the 2021 Customer Dialog training program.
Ivonne Eng from the Basler Kantonalbank has the best overall certificate among the contact center supervisors with a federal certificate. Peter Peterlechner, head of education at Customer Connection, wished the young talent a successful career in the contact center industry. The presentation of the certificate, which was recorded in advance, was recorded on video at the award ceremony and shared with the guests on site at Kosmos.
m&k Werbewoche.ch is the official media partner of the Customer Relation Award.
]]>
The Customer Relations Award has been awarding prizes for projects relating to the design of sustainable customer relationships in the digital age for 13 years now. In the four categories "Customer Focus," "Customer Experience," "Employee Focus" and "Innovation," companies can demonstrate their expertise and distinguish themselves. According to the organizers, many projects from a wide range of companies and industries were entered again this year.
The Customer Relations Award is organized by the Cmm360.chthe magazine on CRM & CX topics, in partnership with the ZHAW School of Management and Law. The projects are evaluated by an independent jury.
Twelve nominees in four categories
The twelve nominees in these categories are:
- Customer Focus: Allianz, SBB and SVA Aargau
- Customer Experience: AdNovum, Post and Mail
- Employee Focus: Avaya, Callpoint and Zürcher Kantonalbank
- Innovation: Swisscom, Trumpf and Zurich
The projects were submitted online and were evaluated by a 15-member jury. The jury is made up of personalities from business, science and education, trade unions and institutions.
Following the nomination of the twelve projects, a second round of evaluation is now being carried out. During this intensive process, the jurors will visit the companies and project teams to gain a comprehensive picture of the effective implementation as well as the added value of the projects.
The winner who convinced the jury in the second judging process will be revealed on November 18, 2021 at the Zurich Kosmos during the hybrid award night. Tickets and registration for online participation are available at the Website of Cmm360.ch.
]]>