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Small Gestures/Big Results at Consumers Energy


By Rhonda Basler | October 14, 2015 | Blog Posts | Customer Engagement Case Studies | Engage Customers

Background
“We want to make personal connections and show our customers we don’t see them as just a number.”

To deliver on that level of superior service takes a highly engaged workforce. When Consumers Energy’s Customer Experience Delivery Team heard about our Customer Care Solution, they knew it would be right for them. Always an early adopter, Consumers Energy was the second utility company in the nation to launch this innovative program that they called Service from the Heart.

Hallmark Business Connections Solution

Service from the Heart (aka Customer Care Solution) gives Consumers Energy an easy way to keep a meaningful conversation going even after the call has ended. With the Customer Care Solution, associates can easily send personalized Hallmark cards.  After a few clicks, the associate can hit Send, and the card is automatically on its way.

The structure of the solution gives the Consumers Energy management team the ultimate flexibility to best empower the team to send the right card at the right time. Well-defined reporting provides measurement and analysis to prove it’s working.

Results

These kind gestures went way further than anyone would have guessed.  Employees immediately got pumped on the positivity of sending customer cards.  “The difference in employee engagement is amazing. We could feel a positive change in our culture from the first day we started using the Hallmark program.” – John Racine, Alma Call Center Manager.

Then customers started calling back, showing their appreciation for getting those cards.

  • “Ms. A called this morning to express the difficult time she has been having with her father’s passing, and she wanted us to know how grateful and touched she is for the sympathy card.  She sends many thanks.”
  • “One of our customers was so excited to get a thank-you card from the representative that she bragged to all of her friends about it.  She said her friends couldn’t believe it, and she’s going to tell everyone what CE did for her. It made her day.”
  • “Someone called back to tell us how grateful she was that Consumers Energy cared so much saying, “That was really nice of her, and it was even a Hallmark card. It made me cry.”
  • “THANK YOU TO SHARON FOR SENDING A CARD. I AM COMPLETELY SHOCKED AND WANTED TO THANK YOU FOR THINKING OF ME AS I JUST GOT MARRIED AND WAS TOTALLY STRESSING OUT WHEN I TALKED TO SHARON. THE CARD TOTALLY MADE MY DAY!”

Hearing comments like that made Consumers Energy very, very happy.

“Now our associates have a tangible, measurable way to act on our company’s commitment to our customers. We’ve seen a boost in our quality scores just 30 days after we started using Customer Care. That’s an accomplishment that has made us all proud. The whole program has performed beyond our expectations.” – Alicia Roach, Program Leader and Royal Oak Call Center Manager

Send one quick email to learn more

Email us at customercare@hallmarkbusinessconnections.com and tell us the best time for a 20-minute online meeting. You’ll get a quick reply back with an invitation to see the solution and answer your questions

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