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Customer Obsessed by Marc Benioff, Eric Berridge

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8Right Time, Right Moment, Right Channel

If you're a manager, improving customer service can be a costly, painful initiative. Even if your defining business strategy is to be a customer-focused organization, the nitty-gritty details of delivering traditional customer service pose many potential obstacles—the kind delivered by reps working in a call center who service very vocal clientele—which is absolutely not what you love about being a customer-focused organized.

And when you think of customer service as a customer, you probably don't have the nicest view of it, primarily because you tend to only call customer service with a problem. However, the customer service landscape is changing rapidly, and it's due to two important factors. One, companies have started to pay closer attention to their customers' wants, needs, and quality of experience. Two, service technology has now caught up to the dreams and visions of even the most customer obsessed business.

Now, companies who want to deliver high-quality experiences and turn customer problems on their heads have access to a suite of integrated technology that makes their reps' lives easier and their customers happier.

This suite of customizable tools is exactly what the Midwest Operating Engineers Welfare Fund (MOE) used to improve the day-to-day experiences of their members and employees. MOE is the organization tasked with providing healthcare benefits to roughly 23,000 actively working and 10,000 retired Local 150 member families. ...

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