In this blog post, we will discuss the key initiatives that we have implemented to improve our operational support services, the results we’ve achieved and the feedback we’ve received from our clients.
At Onyx CenterSource, we are dedicated to providing exceptional services to our clients. As part of this commitment, we have been focused on improving our operational support services. Over the past couple of years, we have taken a comprehensive approach to enhance the client experience, a journey that began in 2022.
Support Infrastructure Overhaul
Based on client feedback, we recognized that improving the service and support that clients receive from Onyx was the greatest area of opportunity. Therefore, we migrated our support infrastructure to the Salesforce Service Cloud platform and invested in resources, tools, training and technology with a focus on improving the client experience.
The tools we implemented facilitate the seamless routing of new case requests, coupled with a skills-based routing approach to match each request with the right team, right away. Additionally, we launched a client-facing Experience Site enabling self-service access to monitor case status. These enhancements were part of an evolutionary journey to better meet the needs of our clients.
Results: Onyx’s KPIs
We’ve been focused on optimizing key performance indicators (KPIs) to drive faster response times overall, knowing our clients value efficient and effective responses to their support requests. Although we monitor several KPIs to track performance, here are two specific areas of improvement:
Time to First Response: This indicator measures how many hours it takes us to initially receive and begin actively working on a support request. Our goal is 12 business hours or less, excluding weekends. Because of our efforts, we’ve been trending in a positive direction to lower resolution times for client support inquiries. Since October 2023 we have exceeded this goal and on average, Onyx’s response time is within one business day or less.
Total Time to Resolve: This indicator measures how long it takes us to resolve a support request from start to finish. Our goal is five days or less, on average, recognizing that some specific needs may require 3rd party involvement. Since July 2023 we have exceeded this goal, on average, across all cases for all clients.
Results: Client Feedback from Post-Case Surveys
We value our clients’ feedback and have received positive responses from the post-case surveys that a client may be asked to do after their support request is complete. The post-case pulse survey is designed to take less than one minute and is focused specifically on a client’s experience with an individual case. Clients can give a quick thumbs up or thumbs down to rate their support experiences, for example, «What’s your rating of the resolution and the team member assisting you,» with the option to leave their comments.
Feedback from clients is important to us, and we will use the collective responses to continue improving the client experience with our support services. We are also using survey feedback as opportunities for internal coaching to further grow and develop our support team members.
Comments from Clients
«I was very impressed with the speed the issue was resolved.» – UK-based hotel client
“The response times and responses themselves have improved greatly over the last few years as far as transient commissions are concerned.” – U.S.-based hotel client
“Zubaidah and Irene replied quickly and efficiently. They followed the issue through and were very pleasant to work with.” – Hong Kong-based hotel client
“Excellent, fast, efficient, friendly. Thanks very much, good job.” – U.S.-based hotel client
“Thank you. I received a response in 24 hours.” – U.S.-based hotel client
“Thank you for kind support from Irene.” – U.S.-based hotel client
“Your support team is always excellent. Quick response, kind assistance, nice people.” – Asia-based hotel client
We realize our service directly contributes to a client’s ability to focus on their priorities and achieve their core business objectives. We remain committed to acting on client feedback to optimize the overall value of your relationship with Onyx CenterSource. We hope that these initiatives will continue to enhance the client experience and look forward to serving you. Visit our Need Assistance page if you are looking for Onyx client support.
