Case Study

Enhancing CX and boosting NPS score

PROBLEM

The onboarding process at 2U, Inc. was inefficient, resulting in longer onboarding times and reduced employee productivity. Additionally, cross-functional collaboration and customer satisfaction at Polygence needed improvement.

Tools Used

Salesforce for CRM

Google Analytics for data analysis and reporting

Trello and Jira for project management and collaboration

Pinpointing Areas for Improvement:

  • Inefficient onboarding process

  • Lack of standardized training process

  • Limited cross-functional collaboration

  • Lower customer and contractor satisfaction

Strategy

Develop a standardized training process and contact strategy, and implement performance metrics at 2U, Inc. At Polygence, create and deliver virtual workshops to enhance collaboration and customer satisfaction.

Solution

  1. Design and execute a standardized training process, contact strategy, and performance metrics at 2U, Inc.

  2. Implement virtual workshops at Polygence to improve cross-functional collaboration and boost customer and contractor NPS.

Implementation

  • Collaborate with HR and department heads to create and roll out the new onboarding and training process at 2U, Inc.

  • Coordinate with cross-functional teams at Polygence to plan and conduct virtual workshops

Testing & Feedback

  • Monitor the progress of new hires at 2U, Inc. and collect feedback on the onboarding process

  • Gather feedback from Polygence workshop participants and measure NPS improvements

Results

Decreased onboarding time by 10% at 2U, Inc. Improved cross-functional collaboration and contractor and customer NPS by 10% at Polygence

NPS

Lessons Learned

  1. Standardized processes and clear communication are key to streamlining onboarding and improving collaboration

  2. Regular feedback loops and virtual workshops are effective in enhancing customer and contractor satisfaction and driving growth