Founded in 2001 as an offset-only printing company, Print NW has grown into a multi-
faceted print manufacturer capable of developing unique products and marketing
systems for clients across the Pacific Northwest and beyond.
If your company’s success depends on delivering a superior customer experience, you need to make sure every customer request receives a prompt response.
For a leading printing company in the Pacific Northwest, a lack of visibility into critical customer communication led to a search for a technology tool that could support their customer-facing teams in their efforts at speedy, effective email communication.
Katrina Apgar, Director of Customer Operations at Print NW, says email is one of the most important parts of their business. “Our customer service representatives spend about 70% of their time communicating with customers via email, but we lacked visibility into the team’s capacity and couldn’t at a glance see what they were working on. This affected our ability to meet our commitment of delivering an outstanding customer experience.”
Print NW’s management team places a strong emphasis on team culture, providing a supportive environment for all team members where help is always at hand.
However, the company’s leadership team did not have granular insight into the customer service team’s activities. “This made it hard to see which team members were overwhelmed with email requests and needed additional support,” says Apgar. “We wanted to see which CSRs are getting overwhelmed with email requests so we could redistribute tasks and avoid any burnout from overburdened team members, and gain access to other email-related metrics to improve our customer-facing operations.”
"Whether customers are looking for standard marketing materials or seeking a partner to create custom items, Print NW’s teams strive to bring customers' ideas to life. timetoreply allows us to manage customer communications via email more effectively, leading to better experiences for our customers."
Katrina Apgar
Director of Customer Operations
Apgar set out to investigate email analytics tools that could work for the business. After evaluating six or seven potential solutions, she settled on timetoreply for its quick deployment, ease of use and powerful reporting capabilities.
“The onboarding process with timetoreply was quick and seamless,” says Apgar. “After the timetoreply team took us through a demo of what the tool could do, we connected them with our IT team to understand how to deploy to our customer team’s inboxes. After a 15-minute conversation, we were able to go live with timetoreply.”
The analytics provided by timetoreply has been eye-opening for Print NW’s customer service team. “Seeing how many emails each CSR receives per day, how long it takes to respond to and resolve customer requests, and keeping track of unanswered emails in a structured way has been a game-changer for our business,” says Apgar.
The timetoreply dashboard has also created a bit of friendly rivalry within the customer team as CSRs vie for the quickest response times. “Our CSRs are now competing to raise the bar for our customers, helping us deliver on our promise of an outstanding customer experience.”
While it is still early days, Apgar has already seen the benefits of timetoreply come to life within the customer team.
“We did our first round of customer feedback surveys recently, and the results were hugely encouraging. Customers rated our business as among the best in the industry, with most scoring us 9 or 10 out of 10 in communications. As we continue to improve our email reply times we expect further improvements in our customer scores in our next survey.”
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