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DRL scoops overall 2012 Customer Contact Innovation Award

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26th Apr 2012
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DRL was the big winner at the 2012 Customer Contact Innovation Awards in Blackpool last night, scooping the award for the overall winner.

Over 600 attendees witnessed the appliance retailer snap up the award for making it easier for customers to buy appliances online, reducing contacts per order by 29% through listening to customers and acting on this insight. The company also picked up the Innovation Award for Customer Experience.

Andrew Kirkcaldy, MD for DRL, said: “What we do is engage customers before their purchase and after. It’s about making the journey more streamlined.”

Organised by the Professional Planning Forum (PPF), the awards were presented at the Forum's 12th annual conference to celebrate outstanding initiatives that drive performance improvement by putting the customer at the heart of the solution.

Steve Woosey from the PPF said: “This is an exceptional achievement. DRL have a culture where everybody is looking to improve the service that they offer to the customer and customers themselves have the opportunity to make suggestions through social media. What’s more they are fantastically innovative in resolving these issues. Any contact centre professional serious about delivering for the customer could learn something from this approach.”

The winners were judged by a team of 17 experienced industry practitioners who visited and assessed each of the 19 shortlisted organisations.

Other winners of the night included:

The Innovation award for Social Media Innovation

Winner: BT Retail

The Innovation award for Resource Planning

Winner: Direct Line Group

The Innovation award for Service Transformation

Winner: Motability Operations

The Innovation award for Integrated Planning

Winner: nPower 

The Innovation award for Customer Focus

Winner: Scottish Widows 

The Public Service Innovation award

Winner: Transform Sandwell

Planning Forum Hero awards

Winners: Peter Doak, resource planner at Concentrix

Tim McKeegan, performance manager at Belron UK

Anita Yandell-Jones, performance manager at DAS

Tracy Johnson, operational planning manager at RSA

Julie Warne, head of reservations at Carnival UK.

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