Stepping Up for Customers and Voters
BallotReady partnered with Carema Consulting to create a seamless customer onboarding process as well as optimize and scale its support function in advance of the dramatic volume surge in support requests from both customers and voters. With the guidance of Carema Consulting, BallotReady was able to:
BallotReady created a step-by-step onboarding plan that maps out milestones and includes a prescriptive approach to achieve a 10-day launch for all customers.
Eliminate Customization Requests
To remove customization requests from its onboarding process, BallotReady worked with Carema Consulting to produce new talk-tracks to help both customers and internal team members refocus ideas as feedback and move away from tracking these types of requests per customer. The BallotReady product team is able to digest and sort through customer feedback in a more productive manner, and customers can adhere to the 10-day onboarding plan while still feeling heard.
BallotReady was able to begin educating customers on the organization’s engagement model, which helped streamline how customer requests are received. The new BallotReady Engagement model allows customers to view their requests in one place and allows BallotReady to better manage the flow of requests and calculate staffing needs.
Prioritize Support Requests
BallotReady implemented a plan to introduce a ticket triage process and tiered support. This model allows tickets to be assigned to the group who can most appropriately handle the tickets in order to increase throughput and focus training.
BallotReady launched a state-by-state FAQ page and chatbot functionality to enhance the voter experience by promoting informative self-help options.
Develop Role Clarity
BallotReady team members were empowered with new role clarity and began to see Onboarding and Support as two separate functions. While these functions collaborate closely, new role clarity allows for more focused training, and Onboarding has transformed into a strategic function.
Ideal Results, Ahead of the Election
“The prescriptive onboarding process we developed with the help of Carema Consulting was a game changer. We approached onboarding in a new proactive way where we educated customers on what it takes to be successful and what their journey will look like. By refocusing the conversation, we were able to get customers successfully using the platform in 10 days and decrease product customization requests by over 90%!”
—Alexis Greco, Director of Customer Success, BallotReady
“We had run an analysis and knew we were going to need to be in a position to support upwards of 50K tickets a day as we approached Election Day. Carema Consulting led the development of a support workflow to maximize service and increase productivity of the existing staff, which helped ensure we could provide support to millions of voters, many voting by mail for the first time. With Carema Consulting’s expertise, we set up a support function focused on self-help models and tiered support. This model allows us to easily train new hires and have a team confident and ready to navigate through the increased volume, supporting over 150 customers to inform and turn out voters this year.”
—Aviva Rosman, Co-Founder and COO, BallotReady