Enhanced SupportLine Has Transformed Customer Interactions
MINNEAPOLIS–(BUSINESS WIRE)–#wolterskluwer—Wolters Kluwer’s Compliance Solutions business has earned a 2020 BIG Award for Excellence in Customer Service from the Business Intelligence Group. The company’s SupportLine, which handles a wide range of financial services client inquiries from how to optimize use of Wolters Kluwer technology solutions to navigating complex regulatory compliance processes, was named a winner in the Transformation of the Year category. The recognition reflects an award submission demonstrating marked improvements in the firm’s SupportLine program, which led to notable reductions in client repeat calls and escalations and, accordingly, significantly higher client satisfaction scores.
Wolters Kluwer advanced its SupportLine program by placing laser focus on enhancing the overall customer experience—rather than solely on individual team member/customer interactions—in recognition that boosting team member product knowledge, training and available resources were essential to that goal. The company implemented an experiential training approach centered on perpetual learning for its entire SupportLine team, partnering each SupportLine team member with an “experience coach” and a resource manager to foster better, deeper engagement and understanding in customer interactions that led to better customer outcomes.
“By utilizing a coaching-centric, perpetual learning framework, we transformed the SupportLine experience for our clients and team members alike,” said Steve Meirink, General Manager and Executive Vice President for Compliance Solutions, Wolters Kluwer. “Our team underwent an incredible transition over the past 18 months, and that success is demonstrated in a consistent reduction in the number of repeat calls, increased customer satisfaction, and heightened team member confidence and knowledge in delivering the level of superior support that our clients deserve and demand.”
This marks the first excellence in customer service award for Wolters Kluwer Compliance Solutions. The BIG (Business Intelligence Group) Excellence in Customer Service Award program annually recognizes those who are helping companies better communicate with their customers and thereby provide a differentiated, improved level of customer service.
Wolters Kluwer Compliance Solutions, part of the company’s Governance, Risk & Compliance division, is a market leader and trusted provider of risk management and regulatory compliance solutions and services to global financial institutions including banks and credit unions, insurers and securities firms. The business helps these financial institutions efficiently manage compliance obligations tied to loan and deposit origination transactions and workflows, manage risk and other regulatory compliance obligations, and gain the insights needed to focus on better serving their customers and growing their business.
About Wolters Kluwer Governance, Risk & Compliance
Governance, Risk & Compliance (GRC) is a division of Wolters Kluwer, which provides legal and banking professionals with solutions to ensure compliance with ever-changing regulatory and legal obligations, manage risk, increase efficiency, and produce better business outcomes. GRC offers a portfolio of technology-enabled expert services and solutions focused on legal entity compliance, legal operations management, banking product compliance, and banking regulatory compliance.
Wolters Kluwer (AEX: WKL) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors. Wolters Kluwer reported 2019 annual revenues of €4.6 billion. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide.
Corporate Communications Manager, Banking & Regulatory Compliance
Governance, Risk & Compliance Division
Tel: +1 612-852-7966
On Twitter: @davidafeider