customer service

TruGreen and CXone: Service Satisfaction and Revenue

With more than 2.3 million residential and commercial customers across the U.S. and dramatic seasonal fluctuations, TruGreen faces big challenges in providing outstanding customer service and continuing to enhance the customer’s overall experience.

The company found exactly the solutions it needed when it moved to NICE’s CXone cloud contact center platform—and it’s never looked back. Says TruGreen Senior Voice Engineer and Enterprise Architect Chris Scholl: “There’s nothing we can’t do with CXone.”

When TruGreen moved from an outdated, unreliable, inflexible on-premises system to NICE CXone, the impacts to its contact centers, the company and customers were remarkable: improved flexibility and efficiency, the ability to customize and personalize its services and substantial cost savings. And the quality of its CX has never been better.

In peak summer months, TruGreen agents handle up to 100,000 phone, email, chat and SMS interactions every day, while in winter, interactions fall to “only” 30,000 daily. Customers throughout the U.S. need information on their own regional and local climate and growing conditions. Intelligent IVR routing from TruGreen’s 4,500 inbound phone numbers—and using NICE APIs to pull in its own data—enables the company to provide personalized, localized customer service.  Not only that, it’s also shaved 35 seconds off call handle time, which reduces customers’ wait time and saves the company 35 seconds of telecom costs on each of tens of thousands of calls! Just do the math…

And that’s just the beginning. With CXone, TruGreen has streamlined its customers’ ability to make payments, both agent-assisted and self-service. In fact, the company has exceeded $10 million in self-service payments alone.  It’s also using CXone Personal Connection proactive dialer to make pre-service calls to many as 100,000 customers every day—a move that has personalized the customer calls and saved the company six figures.

Customer satisfaction is up, agents are happier, revenue is up and costs are down. Chris Scholl sums up TruGreen’s experience: “The NICE technology is truly phenomenal, and the support team always goes above and beyond to wow me, “ he says. “I highly recommend NICE CXone to any contact center.”