CoFFEE WITH RESONATE
Delivering Continuous Improvement in Service Delivery with LCHS
Discover how Latrobe Community Health Service (LCHS) evolved their customer experience management using Resonate CXM platform, leading to remarkable improvements in service delivery and customer satisfaction.
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Join us for another episode of Coffee with Resonate as we chat about transforming Customer Experience with Michelle Wester of Latrobe Community Health Service (LCHS).
Key Learnings
Timely Launch and Empowered Workforce
LCHS, a non-profit organization, adopted Resonate CX to define and deliver excellent customer service, involving both executives and frontline workers without incurring additional license fees.
Data Privacy Compliance
Resonate.CX adheres to strict data privacy laws, ensuring transparency and security for client data, which was crucial for LCHS.
Effective Feedback Management
The “My Queues” section on Resonate.CX’s dashboard facilitates efficient feedback assignment and escalation, empowering frontline workers to address issues promptly.
Seamless Tech Integration and Scalability
LCHS uses Resonate to measure Net Promoter Score (NPS) as part of their broader CX strategy, starting with a small pilot and successfully scaling their program using SMS, web surveys, and on-site devices.
Valuable Insights and Strategic Planning
SMS emerged as the preferred feedback mechanism, providing LCHS with valuable insights and high customer engagement, which are integrated into board reports and inform strategic plans across multiple organisational levels.
Consistent Customer Service Standards
LCHS developed consistent customer service standards across diverse services, prioritizing genuine interest and effort to resolve customer inquiries.
Expanded Metrics
LCHS introduced customer satisfaction (CSAT) metrics, further enhancing their understanding of customer experiences at different touchpoints.
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