The Client
The Sage Group PLC is a United Kingdom-based company, which provides solutions that help businesses of all shapes and sizes manage accounting and finances, manage payments, manage people, payroll and many other broad business functions.
The Challenge
The heart of the Sage brand is not their products or solutions, it’s the Sage Customer Experience. Sage had a challenge of Journey Management Scale, requiring global collaboration. With operations in 24 countries, Sage needed a way for their CX teams to work in collaboration, to share and manage their customers’ journeys.
The Approach
Using the collaborative power of Touchpoint Dashboard (TPD), Sage’s CX working group was able to leverage the “Initiatives” tool to identify actions through which to address the customer experience gaps they identified. Monthly reviews of the customer experience journey using TPD enabled the team to review, collect, and share customer artefacts, screen shots, related metrics, and much more. The ability to associate these actions with the touch points they impacted allowed the team to prioritise their activities and improvement programs.
The Results
With Touchpoint Dashboard as a communication and management tool, it helped over 1,000 Sage employees see the importance of CX initiatives and the impact of their individual role on the overall customer journey. This awareness was one of several key contributors to a +10.6 improvement on their year-on-year NPS score.
