Awareness. Before Sturdy, we would hear about emails being sent to different people at the company that if shared earlier with their CSM or the ELT, we could have tried to intervene. Now, we have the ability to pull in customer facing employee communications and set meaningful signals that are specific to our risk profiles and send notifications to the right people real time. The team at Sturdy has been great to work with from sales to implementation and ongoing support and use of the system.

Sturdy has helped our organization gain quick visibility to some of our most pressing escalations with clients, which has driven immediate impact in our ability to support them while also highlighting internal training and improvement needs. More than that though, Sturdy is constantly building - taking in feedback from our team to develop new features and capabilities that have unlocked those step improvements.

As a useful tool to track customer conversations, we do have a chance to review the customer relationship in different ways. For instance, I always use sturdy to track team members’ conversations with their customers so that we can keep a tight connection with customers and timely reply to their requirements, especially when the team members are OOO. Sometimes, Sturdy played an important role to keep us from losing customers’ response when their emails are wrongly sent to the spam. It’s a useful way to track all customers’ emails so that we won’t skip each message from all customers for time difference or sometimes we have too many inbox emaisl that important ones can be buried.