Customer Relations Presentation to PSC March, 2014

Agenda Customer Relations Overview Structure and People Customer Experience Value Proposition Customer Relations Operating Plan 2014/2015

Customer Relations Overview The Customer Relations department has grown out of various restructure initiatives to meet the needs of CNIB today and in the future and includes National Helpline and Customer Experience. The National Helpline is an amalgamation of the Donor Services, Shop CNIB and Reader Services contact centers. The restructure and distribution of positions to regions across Canada has allowed us to expand the hours of service from 8:30- 4:30 EST to 7:00-7:30 EST and decrease annual salary expenses by approximately $300,000 (2013 and 2014) for our stakeholders. The National Helpline has a structured quality assurance and coaching feedback model which supports employee engagement, success and customer retention. A Customer Experience Advisory committee was created in 2013 to provide cross functional review and input into internal and external customer initiatives.

Structure and People Linda Goldblatt VP, Corporate Services Karen Allen National Manager, Customer Relations Jeff Dies Manager, National Helpline Customer Experience Advisory Committee 14 Helpline Specialists across Canada 12 Members from across Canada 50% of the team is blind or partially sighted. Represented areas include: Shop CNIB, Operations, National Helpline Bilingual support available across all time zones Client Services, Retail, Donor and Volunteer Services

Customer Experience Customer Experience Advisory Team represents cross-functional disciplines from across the organization Customer Service E-Learning courses have been developed. They are: creating a center of customer service excellence, creating productive relationships, Lake Joe guest experience Customer Experience metrics will be determined for two methodology measurement - Net Promoter and Customer Effort Score. Customer Experience webpage and online feedback tool design in development Helpline restructure to reduce overall departmental expense and readiness preparation for new initiatives (client intake, CELA) Customer feedback process developed  

Value Proposition The Customer Relations team serves and supports nearly every area and initiative of CNIB. The team has quickly become the ‘Go To’ place for information for customers and staff. With the National Helpline, our stakeholders not only get a low cost service but they also get a valuable partner. Our value proposition goes beyond cost savings. The National Helpline offers an effective model that facilitates client engagement and registration of CNIB services. We not only start and enhance relationships but save them as well. The National Helpline supports CNIB’s ability to provide vital products and services to Canadians. It also ensures a valued experience through online and 1800 Shop CNIB and donation services. As the voice of the customer, the Customer Experience team provides business intelligence to our internal stakeholders and manages numerous customer experience and transformation initiatives throughout the year.

Value Proposition Some selected features of our services are as follows: Monthly review and strategy meetings with stakeholders. Project management of customer experience initiatives. Business continuity support via reception services for offices experiencing high call volumes or closed for events, holidays or emergencies. Advanced escalation and resolution support of client, donor, Shop CNIB and event customer issues. Comprehensive series of training and development such as: Testing and advancement of software accessibility for staff. Quick, accurate replies to e-mail and voice mail inquiries within a 48-hour period.

Customer Relations Operating Plan 2014/2015 The Customer Relations team contributes to customer satisfaction and loyalty, retail sales and donor revenue, and efficient service delivery. The following is our proposed initiatives for the 2014-15 operating plan: Expand helpline service offering to provide new client intake and triage services for the vision rehabilitation division of CNIB. Expand helpline service offering to provide patron services and support for public libraries for the CELA organization. Enhance departmental measurements and reporting structure.

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