Enhanced SupportLine has transformed customer interactions.
Wolters Kluwer’s Compliance Solutions business has earned a 2020 BIG Award for Excellence in Customer Service from the Business Intelligence Group. The company’s SupportLine, which handles a wide range of financial services client inquiries from how to optimize use of Wolters Kluwer technology solutions to navigating complex regulatory compliance processes, was named a winner in the Transformation of the Year category. The recognition reflects an award submission demonstrating marked improvements in the firm’s SupportLine program, which led to notable reductions in client repeat calls and escalations and, accordingly, significantly higher client satisfaction scores.
Wolters Kluwer advanced its SupportLine program by placing laser focus on enhancing the overall customer experience—rather than solely on individual team member/customer interactions—in recognition that boosting team member product knowledge, training and available resources were essential to that goal. The company implemented an experiential training approach centered on perpetual learning for its entire SupportLine team, partnering each SupportLine team member with an “experience coach” and a resource manager to foster better, deeper engagement and understanding in customer interactions that led to better customer outcomes.
“By utilizing a coaching-centric, perpetual learning framework, we transformed the SupportLine experience for our clients and team members alike,” said Steve Meirink, General Manager and Executive Vice President for Compliance Solutions, Wolters Kluwer. “Our team underwent an incredible transition over the past 18 months, and that success is demonstrated in a consistent reduction in the number of repeat calls, increased customer satisfaction, and heightened team member confidence and knowledge in delivering the level of superior support that our clients deserve and demand.”
This marks the first excellence in customer service award for Wolters Kluwer Compliance Solutions. The BIG (Business Intelligence Group) Excellence in Customer Service Award program annually recognizes those who are helping companies better communicate with their customers and thereby provide a differentiated, improved level of customer service.