Fourteen IP shines the spotlight on its Customer Experience.
Customer Service is at the top of the agenda for Fourteen IP. Since the business celebrated its 10-year anniversary in 2021 and in some of the quieter months for the hospitality sector – during the various lockdowns – Fourteen IP has been undergoing some significant changes as it prepares for its next period of growth.
During the pandemic Fourteen IP has implemented system upgrades to its CRM, billing and Evolution Voice cloud telephony platforms, to underpin its growing operational needs. The attention this year is on customer service and the customer journey.
As the number and size of hospitality customers that Fourteen IP supports grows, along with the number of countries in which it supports them, the need for an even more robust customer service framework has been identified, to further support customer needs.
Working with coaching and change program specialists, Momentus, and Fourteen IP are embarking on a full-scale review of the end-to-end customer journey, from solution design and sales and onboarding to account management and in-life care. This activity will focus on putting the customer at the centre of every interaction and solution. Momentus bring a wealth of customer experience, leadership development, and cultural expertise from working with the likes of O2, Telefonica Global, Tesco Mobile & TalkTalk from the telecoms industry, as well as UK consumer goods giant AO.
Work is already underway and the team at Fourteen IP have reviewed their previously established vision and values, to ensure they remain fit for purpose as the business has matured. The project will identify and benchmark key performance indicators and initiate easy to use feedback mechanisms, that will keep us closer informed of customer engagement. The team has also identified key pillars that underpin customer experience and are in the process of measuring:
- Current Customer Satisfaction
- Customer Effort (how easy Fourteen IP are to deal with)
- Right First Time (the success rate of project deployments)
This will incorporate “Voice of the Customer” surveys and customer journey reviews, which will no doubt identify areas that require further investigation.
Any changes and improvements implemented will be shared with and explained to our loyal customer base to demonstrate that their voices have been heard.
The project is being headed up by newly appointed Internal Customer Experience (CX) Champion, Abigail Gillin. Abigail brings a wealth of experience to the role including a degree in International Hospitality Management, where the primary focus was on customer success, experience, and culture – together with over 5 years of experience working for Marriott International in various roles, including training employees on customer service delivery. Abigail will be working closely with founder and CEO Neil Tolley, CEO of Fourteen IP North America Ron Grau along the Fourteen IP management team.
Commenting on the project CEO Neil Tolley said, “We’ve used the pandemic period wisely to upgrade the platforms we use at Fourteen IP. The time is now right, to ensure we have the robust processes in place to support the customer- centric ethos that we have had since the business was founded and to ensure we continue to deliver a world class customer experience. As businesses like ours grow, additional layers of responsibility have to be introduced in order to scale effectively but it is important that the established ‘Fourteen Way’ values remain not just firmly embedded in our culture but that they are challenged and evolve to meet the current demands of the business. I am confident that the team we have in place now, is capable of taking the business on to new levels and I foresee exciting times ahead for us and for our customers.”
Sandra Fazackerley, Director of Momentus says “We’re delighted to be working with Fourteen IP as they put even more emphasis on the customer experiences they deliver. The passion and commitment from everyone in the management team give us real confidence that this will be a hugely successful program, benefitting both existing and prospective customers”.