Customer: Afni
Industry: Services
COMPANY BACKGROUND
For more than 70 years, Afni Inc. has been providing leading companies in the communications and insurance industries with contact center solutions and receivables management that helps them increase revenue and build stronger customer relationships. With core values such as integrity and exceptional responsiveness as guiding principles for its business, it comes as no surprise that Afni’s approach to its internal business operations is equally disciplined.
CHALLENGE
Afni is based in Bloomington, IL, but in order to meet the needs of its customers, the company has offices in five different states in addition to its four facilities in Illinois. With more than 4,600 employees spread across these various locations, the company wanted to ensure that all Afni employees, regardless of location, were well-served by its benefits plans and the company was doing its best to keep their employees motivated and focused in their jobs.
Afni human resources knew that using a survey tool was an efficient and discreet way to encourage feedback from fellow employees so the company could implement benefits programs that truly met the needs of its diverse workforce. However, the company’s previous survey tool had several deficiencies, and it was clear that a new survey solution was needed.
“Our previous survey tool was basic and couldn’t meet our needs. The reporting function was particularly insufficient and we spent a lot of time trying to get useful analytics from the reports,” said Briana Paris, Afni Human Resources Project Specialist. Another important consideration was customer service. As a company that prides itself on delivering high quality service to its customers, Afni was unimpressed with their previous vendor’s lack of customer service.
SOLUTION:
After an extensive search for a new survey solution, Afni selected Vovici in March 2007. One of the first projects to leverage Vovici’s survey solution was a company-wide survey of employee benefits. Vovici’s EFM Feedback survey solution was easy to use, flexible, and provided real-time reporting capabilities.
“The real-time reporting was really helpful, and we were particularly impressed with how easily and quickly we were able to get really good data from the survey. Within a week of completing the benefits survey, the Afni HR team had presentation-ready reporting of the survey results,” added Ms. Paris.
RESULTS:
Afni executives were able to make changes to healthcare benefits based on employee feedback. New vendor changes were made and plan design changes were implemented to better serve its employees. Additionally, the survey solution provided better direction for future strategic initiatives.
Afni is using Vovici’s EFM Feedback solution to garner feedback from new employees and exiting employees to gauge the effectiveness of orientation training and their overall experience with the company. The flexible and user-friendly survey tool also gives Afni human resources the ability to run shorter surveys more frequently to stay in open communication with employees and encourage direct participation in company programs and decisions.
“We are very pleased with our selection of Vovici—customer service has been excellent—on both technical and human level. Even when we call at odd times, we have received friendly and enthusiastic support,” added Ms. Paris.
News
Vovici releases Community Builder module that will allow organizations to quickly and cost effectively create and manage online community panels — providing a voice to customers, employees, and other constituents. Learn More.
Join Vovici for an American Marketing Association webcast beginning May 1: Building Online Communities for Feedback – Why You Need Them and How to Use Them. Click here for details.