Omnie Integrated Services Inc.

BACKGROUND

Please describe your company and your position there.

I report directly to the Vice President of Marketing for one of the three segments of nVent, a 2.1 billion, high performance electrical company with a dedicated team of 9,000 people and trusted brands such as RAYCHEM, TRACER, NUHEAT, PYROTENAX, CADDY, ERICO, HOFFMAN, and SCHROFF

Responsibilities:

• Develop and manage a regional Marketing Communications plan and budget together with Marketing Managers in North America - Coach a team of 4 marketing communications professionals
• Manage planning, creation, and execution of all marketing communications activities for company's brands and product lines: NUHEAT, RAYCHEM, TRACER and PYROTENAX in North America
• Help support digital initiatives with the Digital Marketing Communications team - web site development, lead generating campaigns, nurture campaigns, social media strategy, SFDC & Marketo
• Strengthen brand building and brand identity

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Omnie Integrated Services Inc.?

We were looking for a white label customer service program to managed all our customer service channels around the world. Omnie was tasked to offer 24/7 support in multiple languages across all platforms.

SOLUTION

How did you select this firm and what were the deciding factors?

Omnie offered a full solution all under one roof. They were able to build the technology and find team members to manage the volume. Other vendors we spoke to wanted us to build and maintain the technology and they were simply offering team members. Omnie also offer continued success and a dedicated manager to ensure the program was always running smoothly with limited work on our side.

Describe the project in detail and walk through their service package.

Omnie is responsible for managing these channels below:

• Phone
• Email
• Instagram
• Facebook
• Twitter
• Google reviews

They are available 24 hours across those channels. They provide detailed reporting on all contact channels and customer satisfaction scores. The reporting helps us understand what products have issues and where the business can improve.

How many resources from the vendor's team worked with you, and what were their positions?

• Trish L. - Client Success Director
• Brad G.- Customer Service Training Coordinator
• Justine C. - Account Executive

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

We were able to decrease costs significantly, while improving service levels. Omnie is guaranteeing our response times, so all calls are answered in under 3 minutes. We also don't need to worry about how to find language support across the world. It appears they have talent around the world so filling those roles is often quick.

How effective was the workflow between your team and theirs?

They have an easy to use portal for us to view interactions with customer or handle any special requests they need help with.

What did you find most impressive or unique about this company?

They work with you as if they are a partner or an extension of the company. The fact that they are in North American is huge, we wanted to make sure we still had transparency and control over the program.

Are there any areas for improvement or something they could have done differently?

No, the entire experience has been great.