Industry-Leading NPS Score of 94: What Customer Obsession Can Deliver

By Eyal Oron, VP of Global Operations, Carbyne

industry leading nps score of 94

For many products and services, one of the best predictors of business growth is the quality of the customer experience. In turn one of the best measures of customer experience is the Net Promoter Score, or NPS. The NPS score can range from -100 (all customers are detractors of your product) to +100 (all customers are promoters of your product). According to Retently, the B2B SaaS NPS benchmark is around 40. Despite this benchmark, Carbyne enjoys an overall NPS score of 94 (out of 100). When we share this with external parties, they are often incredulous and want to know how they can achieve these lofty accomplishments. For us, it really comes down to four primary reasons:

● Industry veteran customer success managers;
● Professional services that delivers on time, every time;
● White glove support that detects your issues before you even encounter it;
● and Project management to help customers launch, come hell or high water.

Customer success managers are vital to any organization that strives for not just their own success, but more importantly, the success of their customers, because they realize that the former cannot happen without the latter. Carbyne’s high-touch customer success model emphasizes a wealth of industry experience, resulting in a stellar team with decades of combined industry experience. Not all customers want a high-touch model all the time. When customers prefer self-paced guidance, Carbyne offers a highly effective learning management platform that can train hundreds of users within a matter of days. This learning management platform is video-based to ensure the training is more engaging for maximal learner retention, providing certification at the end of each training session.

“The staff are just absolutely in love with the system!” – Tyrell Morris, Executive Director, Orleans Parish Communications District

Once a customer signs up with Carbyne, our Professional Services team runs through an exhaustive list of system checks to ensure 100% compatibility in preparation for a smooth deployment. While no deployment is a cakewalk, the resourcefulness of the Professional Services team ensures that even multi-site deployments are completed within days, not months. With all this preparation, Carbyne has been able to deploy all our customers on time, as planned, and with zero failures.

“I looked at my call-takers this morning and they were like kids in a candy store!” – Wendy Ervin, Director of 911
Operations, Orleans Parish Communications District

After the deployment of a customer, the cloud-native nature of Carbyne’s SaaS platform delivers on our promise to our customers that we are with them every step of the way. This would not be possible without our world-class white-glove Support team. A hallmark of award-winning support is when issues are diagnosed and rectified often without the customer experiencing any degradation of service, and that is exactly what the Carbyne Support team accomplishes time and again. This focus on proactivity is one of the key reasons why Carbyne is able to guarantee an industry-leading Service Level Agreement (SLA) of 5-Nines (99.999%+ availability) with zero breaches of our customer agreements.

“It’s really big! It’s big because – for a company to take the time to listen to us, and see whatever our needs are, and really work hard to implement it. The team has been here non-stop, 24 hours a day. Anything that I notice, they say it’s just a click of a button and it’s fixed and it’s there – that’s big!” – Wendy Ervin, Director of 911 Operations, Orleans Parish Communications District

Having a veteran customer success management team, coupled with a hyper-effective Professional Services team, and a world-class Support team does not automatically deliver an outstanding customer experience. To put it all together, Carbyne’s Project Management team serves as the glue that binds all these disciplines into a cohesive whole. Running through brick walls, overcoming all manner of unexpected obstacles, and moving heaven and earth, the Project Management team ensures all of Carbyne’s core competencies are singing in unison to ultimately deliver a flawless, on-schedule project every time.

Whether you are a caller, a call-taker, dispatcher, police officer, firefighter, or paramedic, Carbyne is committed to providing your organization a customer experience that is worthy of an NPS 94 partner, because every person counts.

Carbyne (Headquartered in New York, NY) is a leading global provider of cloud-native mission-critical contact center solutions. Carbyne is one of the largest rich-data providers for emergency response centers, delivering over 250M data points per year all in a unified platform. Our technologies enable emergency contact centers and select enterprises to connect with callers as well as connected devices via highly secure communication channels without needing to download a consumer app. With a mission to redefine emergency collaboration and connect the dots between people, enterprises and governments, Carbyne provides a unified cloud native solution that provides live actionable data that can lead to more efficient and transparent operations and ultimately save lives. With Carbyne, every person counts.

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