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Customer Experience - Customer Experience Department / Team of the Year
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87
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Customer Experience - Best Customer Engagement Initiative
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PO#
#TBA03782
Payment Status
Paid
PO Created Date
2024-12-11 22:48:52
Paid Date
2024-12-11 22:49:46
Competition
2025
Season
1
Entry ID
TBE104133
Entry Submission Date
2024-12-11 22:27:33
Member's Name
Paul McGee
Member's Email
paul.mcgee@tocowarranty.com
Entry Level
Business Development
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CS25000 New Category
SF25001 Customer Experience Executive of the Year
SF25002 Contact Center of the Year
SF25003 Customer Experience Department / Team of the Year
SF25004 Best Customer Engagement Initiative
SF25005 Best Customer Feedback Strategy
SF25006 Best Customer Satisfaction Strategy
SF25007 Best Customer Experience Campaign
SF25008 Best Customer Experience Training or Coaching Program
SF25009 Best Customer Experience Website
SF25010 Best Digital Strategy for Customer Experience
SF25011 Best e-Commerce Customer Experience
SF25012 Best Implementation of Online Customer Experience
SF25013 Best Innovation in Customer Experience
SF25014 Best Improvement Strategy in Customer Experience
SF25015 Best use of Social Media in Customer Experience
SF25016 Best use of Technology in Customer Experience
SF250017 Best B2B Customer Experience (NEW)
SF250018 Best B2C Customer Experience (NEW)
SF250019 Best Customer-Centric Culture (NEW)
SF250020 Best Customer Experience Crisis Strategy (NEW)
SF250021 Best Customer Experience Transformation (NEW)
SF250022 Best CX For Vulnerable Customers (NEW)
SF250023 Best Loyalty & Retention Strategy (NEW)
SF250024 Best Omnichannel Customer Experience Strategy (NEW)
SF250025 Best Use of AI or Automation in Customer Experience (NEW)
View Entry Info
SF25003 - Customer Experience Department / Team of the Year
SF25004 - Best Customer Engagement Initiative
SF25008 - Best Customer Experience Training or Coaching Program
SF25013 - Best Innovation in Customer Experience
SF25014 - Best Improvement Strategy in Customer Experience
SF25016 - Best use of Technology in Customer Experience
CS25008 - Automotive
CS25042 - Financial Services
CS25051 - Insurance
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Project Description
Toco Warranty’s Customer Service Department is redefining excellence in the Vehicle Service Contract (VSC) industry. Guided by the core value, “Do Right by Customers, Colleagues, and Company,” the department serves as the customer’s dedicated partner in navigating unexpected vehicle repairs. Unlike competitors that outsource claims, Toco manages the entire experience in-house, providing customers with clarity, transparency, and proactive support. In 2023, Toco revolutionized the claims experience by launching a Claims Concierge team—a proactive service that guides customers step-by-step through the claims process. This effort, coupled with a plain-language compliance initiative, drastically reduced customer confusion and claim disputes. By empowering customers with clear, actionable information, Toco achieved a 92.3% first-call resolution rate, a 15% YoY increase in retention, and a 39% reduction in BBB complaints. Operating with integrity, Toco maintains average hold times of under 20 seconds, significantly faster than the industry average of over 2 minutes. The department handled over 150,000 customer interactions in 2023 while maintaining 4.9-star ratings on Consumer Affairs and 4.6 on Trustpilot, earning Toco the most awarded provider in the VSC market space (over 40 Stevie and TITAN Awards in the last four years), and Toco the title of highest-rated VSC provider in its category. Through ethical practices, industry-first initiatives, and an empathetic customer experience, Toco stands as a trusted industry leader.
Project Description for Judges
Toco Warranty’s Customer Service Department is redefining excellence in the Vehicle Service Contract (VSC) industry. Guided by the core value, “Do Right by Customers, Colleagues, and Company,” the department serves as the customer’s dedicated partner in navigating unexpected vehicle repairs. Unlike competitors that outsource claims, Toco manages the entire experience in-house, providing customers with clarity, transparency, and proactive support. In 2023, Toco revolutionized the claims experience by launching a Claims Concierge team—a proactive service that guides customers step-by-step through the claims process. This effort, coupled with a plain-language compliance initiative, drastically reduced customer confusion and claim disputes. By empowering customers with clear, actionable information, Toco achieved a 92.3% first-call resolution rate, a 15% YoY increase in retention, and a 39% reduction in BBB complaints. Operating with integrity, Toco maintains average hold times of under 20 seconds, significantly faster than the industry average of over 2 minutes. The department handled over 150,000 customer interactions in 2023 while maintaining 4.9-star ratings on Consumer Affairs and 4.6 on Trustpilot, earning Toco the most awarded provider in the VSC market space (over 40 Stevie and TITAN Awards in the last four years), and Toco the title of highest-rated VSC provider in its category. Through ethical practices, industry-first initiatives, and an empathetic customer experience, Toco stands as a trusted industry leader.
Question 1 : Provide a brief description / background of your nominated organizational, departmental, team, or individual circumstance. (Your response to this question will be used for public display if your entry is awarded.)
Toco Warranty’s Customer Service Department is redefining excellence in the Vehicle Service Contract (VSC) industry. Guided by the core value, “Do Right by Customers, Colleagues, and Company,” the department serves as the customer’s dedicated partner in navigating unexpected vehicle repairs. Unlike competitors that outsource claims, Toco manages the entire experience in-house, providing customers with clarity, transparency, and proactive support. In 2023, Toco revolutionized the claims experience by launching a Claims Concierge team—a proactive service that guides customers step-by-step through the claims process. This effort, coupled with a plain-language compliance initiative, drastically reduced customer confusion and claim disputes. By empowering customers with clear, actionable information, Toco achieved a 92.3% first-call resolution rate, 15% YoY increase in retention, and a 39% reduction in BBB complaints. Operating with integrity, Toco maintains average hold times of under 20 seconds, significantly faster than the industry average of over 2 minutes. The department handled over 150,000 customer interactions in 2023 while maintaining 4.9-star ratings on Consumer Affairs and 4.6 on Trustpilot, earning Toco is the most awarded provider in the VSC marketspace ( over 40 Stevie and Titan awards in the last four years), and Toco the title of highest-rated VSC provider in its category. Through ethical practices, industry-first initiatives, and an empathetic customer experience, Toco stands as a trusted industry leader.
Question 2 : Outline your nominated organizational, departmental, team, or individual achievements, dated 1-3 years prior, based on your selected categories.
In the calendar year of 2024, Toco Warranty’s Customer Service Department has launched initiatives that prioritize customer support, transparency, and industry-leading service. These efforts have improved customer retention, reduced complaints, and driven business growth. Key achievements include: 1. Claims Concierge Service: This dedicated team supports customers through every step of the claims process, reducing claim handling times by 30%. By proactively guiding customers, Toco improved its retention rate by 2.6% and elevated customer satisfaction. 2. Plain-Language Contracts & Disclosures: In response to industry confusion around coverage, Toco launched plain-language updates to contracts, scripts, and agent training. This proactive approach resulted in a 39% reduction in BBB complaints and improved customer clarity. 3. Compliance-Driven Sales Transformation: Toco re-engineered its call scripts and QA scorecards to emphasize customer rights, cancellation policies, and clear disclosures. Unlike competitors fined for deceptive advertising, Toco’s proactive compliance focus reduced customer disputes and enhanced trust. 4. Goodwill Claims Fund: Allocated over $160,000 to assist customers whose claims fell outside of traditional coverage. This initiative improved overall satisfaction and set Toco apart as a customer-first provider. 5. Digital Customer Portal: Introduced a self-service portal where customers track claims in real time and manage their policies. With a 60% user adoption rate, customers experience greater transparency and empowerment. These initiatives yielded tangible results: a 73% reduction in escalation calls, a 14% reduction in handle time, and an 87.8% customer satisfaction (CSAT) score. These results validate Toco’s commitment to redefining customer service standards.
Question 3 : Provide examples of the strategies / plans you have introduced, in order to attain your nominated organizational, departmental, team, or individual achievements. Explain why the highlighted achievements are significant / unique.
Toco Warranty is leading the charge in customer service within the Vehicle Service Contract (VSC) industry, consistently outperforming competitors like CarShield, Endurance, and Olive. While the VSC industry is marred by regulatory issues, false advertising claims, and long hold times, Toco has set a new industry benchmark for customer care. Call Center Metrics: While the industry standard for hold times exceeds 2 minutes, Toco keeps its average hold time under 20 seconds. Industry first-call resolution rates average 76%, but Toco outpaces them with a 92.3% first-call resolution rate. Customer Retention: Industry retention rates average 68%, but Toco’s proactive customer engagement, Claims Concierge team, and plain-language policies have driven retention to a staggering 98.3%—a testament to the impact of proactive customer care. Compliance Leadership: While CarShield settled for $10M with the FTC for false advertising, Toco took a different path. By embedding compliance into training, sales scripts, and QA scorecards, Toco reduced disputes and complaints by 39%. Toco’s commitment to ethical marketing and full customer disclosure positions it as a model of industry integrity. Customer Sentiment: Competitors like CarShield and Endurance average 3.8-star ratings on Consumer Affairs, while Toco consistently earns 4.9 stars. Customers cite Toco’s transparency, faster claims handling, and personalized support as key differentiators. This unique blend of transparency, speed, and innovation positions Toco Warranty as the gold standard in customer service. ________________________________________ It was a distinct pleasure to have dealt with such a professional as Morgan. His knowledge and professionalism was paramount to me joining the TOCO family…I have had several extended warranties on various vehicles over the years as I traveled the United States and the world while serving in the United States Air Force for 30 years. This coverage has come into play in a positive way for me in the past-on-past vehicle. I hope to not have to use this coverage, but I now have a piece of mind if something happens while I own this vehicle. That being said, it was explained to me by Morgan extensively how the policy works, and the coverage provided.- Jeffery J.
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