CASE STUDY
Guidant Financial Rapidly Improves Customer Experience
Guidant Financial exists to help entrepreneurs realize their dreams of small business ownership. As the industry leader for innovative small business funding solutions, Guidant Financial structures more Rollovers for Business Start-ups arrangements each year than any other provider and boasts a spotless IRS track record. The company empowers employees to be as entrepreneurial as their clients, and one employee recently channeled that entrepreneurial spirit to bring in crowdsolving to identify and quickly improve customer and compliance operations.
Emma Brumley, Scrum Master on Guidant’s engineering team, has worked across customer experience, fulfillment, and engineering teams during her ten years with the company. With her broad perspective, Emma understood the value Groopit crowdsolving could bring to the company. She recognized that Groopit would enable Guidant to make better decisions, faster by delivering real-time insights to leaders. These insights would drive the ability for leaders make agile adjustments that quickly improved customer experience.
“To deliver outstanding products you need quantitative data to understand the root cause and possible solutions for the problems customers experience. Groopit is the fastest way to get real-time product feedback and data for insights that are hard to quantify.” Emma Brumley, Scrum Master at Guidant Financial
The first opportunity to use crowdsolving at Guidant was in customer operations. As every customer experience leader knows, it’s hard to net out the qualitative information to get quantitative data about each customer call. For example, what’s the root cause of the problem? What could have prevented or quickly resolved this issue?
“Having high quality customer insights is game-changing, Groopit helps our employees capture customer feedback after every call, right from their existing workflows in Salesforce. Instead of completing an unconnected survey or spreadsheet, employees share structured data with a few quick taps. Groopit gives our leadership team the agility we need to inform any decision with insights from what our team is hearing from customers.”
Jeremy Ames
President & Co-founder
Guidant Financial
Tracking and analyzing customer experience issues is even harder in the fast-paced environment of Guidant Financial. To tackle this challenge Emma worked with Groopit to design the ideal customer experience analysis that would yield real-time data and actionable insights. The Groopit App for Salesforce made it easy for customer-facing employees to share feedback from their existing workflows. Emma onboarded all employees leveraging Groopit’s Single Sign-On and employees quickly understood why the feedback was important to capture in real-time. The real-time data and insights are then immediately delivered to the product and operational teams making decisions about what to prioritize. Within the first week Emma and her team were getting real-time insights and data that enabled them to quickly pivot and prioritize new technology, content and training to quickly address and prevent customer experience problems.
“Using Groopit within Salesforce Service Cloud lets our employees quickly share feedback within their existing workflows. Groopit delivers actionable insights needed to improve customer experience, without burdening front-line employees working in Salesforce.” Emma Brumley, Scrum Master at Guidant Financial
Groopit impact and best practices at Guidant Financial:
- Streamlined data-sharing in Salesforce and now get real-time quantitative analysis not possible with Salesforce reports
- Achieved 90% adoption and ongoing engagement because Groopit is so fast and easy to use
- Reduced time required from hours to seconds to spot trends in inbound customer calls. Instead of manually categorizing and aggregating data, Groopit gives us the insight immediately.
- Infused the voice of our customers into every decision, whether it’s a new feature, content, training, or whatever is needed to improve our customers’ experience.
- Delivered high-quality reports to leaders so they can pivot quickly and focus on what will drive the business to best serve customers.
- Expanded use of Groopit to a new use case within the first six weeks. Now the compliance team uses Groopit for Salesforce to identify and address the sources of mistakes on Form 5500 reporting. Real-time insights enable leaders to identify specific training and knowledge gaps, solve problems, and reduce kicked back error rate.
“The Groopit team was extremely helpful in showing us how we can implement crowdsolving to achieve our goals.”
Emma Brumley, Scrum Master at Guidant Financial
Guidant Financial, which has helped over 25,000 small business owners fund and launch a business, uses the Groopit App for Salesforce to improve customer experience and operations. “Having high quality customer insights is game-changing,” said Jeremy Ames, Guidant Financial President and Co-founder. “Groopit helps our employees capture customer feedback after every call, right from their existing workflows in Salesforce. Instead of completing an unconnected survey or spreadsheet, employees share structured data with a few quick taps. Groopit gives our leadership team the agility we need to inform any decision with insights from what our team is hearing from customers.”
