PowerhouseCX... Are you ready?
The PowerhouseCX program is a fully done for you overhaul of your current customer (contact) experience operations. We're talking people, process and technology.
We've found that companies who benefit from this offering are on the cusp of significant change: extreme growth, need to modernize their digital CX, or have experienced significant set backs and want to build for scale moving forward.
The PowerhouseCX Program is designed for companies that are in need of a customer experience structure that won't break down as they grow. So often we think we need more people as the volume grows, but we really just need better processes.
What's included in the PowerhouseCX Program?
We include three main areas, with add-ons according to your specific needs. While the program itself is systemized, your deliverables and our approach to achieving your results are customized.
Three areas included within PowerhouseCX
Powerhouse Customer Engagements (Set up email, live chat, phones, returns, etc.)
Powerhouse Training (elearning, employee onboarding)
Powerhouse Planning (workload and staffing requirements)
Additional areas which can be included as required:
Powerhouse Coaching (mentorship for CX leader)
Powerhouse Quality Assurance (consistent customer engagements)
How does the PowerhouseCX Program work?
Once we complete the Powerhouse Optimization process (essentially an evaluation of your current system and processes), we prioritize the work to be completed to get you to PowerhosueCX status.
Typically, the program takes a minimum 12 weeks to implement, but may take longer depending on internal resources, timelines and budget.
We can break the program down to smaller mini projects, depending on your need and comfort level. Most start with a Powerhouse Optimization.
Our goal is to provide you with the foundation that's needed to scale. Your CX program should not break down when you double in size.
We want to work with companies all over the world to improve their Customer Experiences. Because these programs are so involved, we have to limit the number of companies we enroll. For us, quality matters much more than quantity.
To be eligible for the program, the following must be true:
You believe your customers deserve the absolute best.
You believe your employees should be trusted and given the tools and resources to deliver amazing customer experiences.
You can assign a resource (preferably your head of CX) to work in partnership with us to deliver your results (we'd only require 2-4 hours per week), as we do most of the work for you. The most effort will be explaining the what's and why's to the team (but we write that for you, so it's literally a hand off).
Your revenue should be at or above $3M ARR to justify the investment. Most of our clients see an ROI that exceeds 60%.