Crewhu helped Mirus IT overcome the customer feedback problem by focusing on business objectives and using Gamification.
Mirus IT - An ITLAB Company
Mirus IT provides proactive strategic IT services and a full range of IT solutions to enterprises for business continuity and growth. In January 2017, Mirus IT decided to implement and optimize its customer feedback, employee recognition and incentive programs, ultimately, to increase their growth and business valuation for M&A.
A large focus was placed on using Autotask to interview clients with a series of five survey questions to understand how the organization was performing and then followed by a field visit asking 10 to 12 questions.
At the time, we were getting a 2.5% return to measure the quality of our service. We were lacking feedback,” says Chris Maybray, Service Delivery Director of Mirus IT. “We also were experiencing some employee turnover and customer churn. We had to find a way to address these issues in order to grow and increase our business valuation.
The current process Mirus IT was using to solicit customer feedback was not eective. So they turned to Crewhu for help.
Crewhu helped Mirus IT overcome the customer feedback problem by focusing on business objectives and using Gamification as the primary mechanism to make their workplace more engaging and productive. Crewhu also helped Mirus IT implement employee recognition and incentive programs that changed the rules of engagement and inspired employees to change behaviors as a result.
Crewhu offers us a whole new way to look at employees, locations, and customer accounts. By providing us with the tools and a dashboard that instantly displays the results, we can see what kinds of feedback we are receiving from our clients by employee and location, which areas we excel at the most, and what areas we need to strategically focus on to improve our delivery and performance.
Collect feedback using Crewhu's 1 Click survey
Gamification - Department and company-wide contests to keep the team engaged
Publicly celebrate the small wins with the Service Ninja Awards
Send automated reports to show what is working and what is not working with clients
Share the high service levels and process through marketing and on-site tours to improve reputation with clients and new hires
Achieve ISO Certification by showcasing Mirus IT's ability to continuously improve through closed-loop feedback process
with Crewhu's platform