Accounting Software Case Study

Transforming Intuit’s Small Business Customer Experience

+10%

Exceeded staffing goals by 10%.

 

60 NPS

Achieved in the first 30 days.

 

30%

Seen Rate achieved within 30 days.

↑ 470%

Increase in Seen Rate in 120 days.

 

Introduction

Intuit’s Small Business and Self-Employed Group (SBSEG) faced daunting challenges in delivering seamless customer service. Fluctuating call volumes, complex product inquiries, and the need for rapid agent onboarding threatened to undermine its operations. That’s when they turned to Working Solutions for our innovative workplace answers.

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The Issue

Intuit SBSEG encountered two primary challenges in its customer service operations.

 

Staffing Agility

Ensuring optimal staffing levels to meet dynamic call volumes was a constant operational struggle, leading to potential inefficiencies and increased costs.

Speed to Proficiency

Quickly training new agents to handle intricate QuickBooks queries was a significant hurdle, impacting response times and customer satisfaction.

The Solution

Working Solutions brought its operational expertise and flexible workforce model to the table, delivering a tailored solution that transformed Intuit SBSEG’s customer service operations.

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Targeted Recruitment Strategy:

Leveraging skill-specific keywords and targeted recruitment channels, Working Solutions identified and attracted top talent with proven expertise in QuickBooks and related areas. Customized marketing assets spotlighted the desired applicant profile, ensuring a laser-focused approach to recruitment.

Flexible Workplace Model

As a business partner, Working Solutions offered unparalleled scheduling flexibility, enabling Intuit SBSEG to scale up or down rapidly to match call volume fluctuations. This agile model ensured optimal staffing levels while minimizing overhead costs.

Coverage, Pricing, and Deductible Changes

With ever-evolving coverage options, we ensure your policyholders stay updated.  

Our team manages changes in coverage, pricing, and deductibles, guaranteeing your customers are always well-informed.

Premium Increase Management

When premium increases raise concerns, our knowledgeable agents step in. We assist callers with enrollee changes, address updates, coverage adjustments, and billing alterations.

Our agents excel at implementing upselling and cross-selling strategies to retain customers even in the face of premium hikes.

The Impact

The collaboration between Intuit SBSEG and Working Solutions yielded remarkable results, showcasing the power of operational excellence.

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Exceeded Recruitment Goals:

Despite a challenging hiring landscape, Working Solutions surpassed recruitment targets, filling 585 positions across seven rosters, exceeding the requested 503.
Exceeded Recruitment Goals:

Improved Operational Efficiency:

By addressing speed to proficiency and staffing alignment, Working Solutions developed new operational efficiencies. Agents were onboarded expediently, enabling them to handle complex inquiries efficiently. Flexible staffing ensured optimal resource utilization.
Improved Operational Efficiency:

Enhanced Customer Satisfaction:

Key performance indicators (KPIs) such as transactional net promoter score (tNPS), average handle time (AHT), transfer rate, doc rate, and Smart Expert Recommendation rate — reflected significant improvements in customer satisfaction and service quality.
Enhanced Customer Satisfaction:

The partnership with Intuit SBSEG exemplifies the value of a tailored workforce solution that drives operational excellence. Working Solutions met and exceeded client expectations by prioritizing targeted recruitment, flexibility, and operational efficiency, ultimately enhancing customer satisfaction and service delivery.

Ready to elevate your customer service operations?

Contact us today to explore tailored workforce solutions that drive efficiency, flexibility, and superior customer satisfaction. Let’s transform your business together!

Who We are

Working Solutions provides virtual contact center outsourcing that measurably improves customer experiences (CX). We deliver high-quality, all-encompassing solutions for your fluctuating sales and service needs. Our on-demand CX expertise enables you to better engage, empathize with and delight customers, wherever and whenever they interact with your brand.