It's Day 3 of the Upic customer caravan-- a five day, five city, 1200 mile road trip visiting Upic's customers here in the Midwest. Today, we're in the "Crossroads of America"--Indianapolis, IN.
United Way of Central Indiana (UWCI) has a "Upic/Andar team" which is includes cross-functional representation from the various departments. This team serves as Upic advocates and ambassadors providing early intelligence about service issues and potential future needs. Among our Upic members, UWCI raises the largest dollar amount using electronic pledging hosted/supported by Upic...nearly $27 million.
Overall, our conversations focused on improving the speed and reliability of the Virtual Office platform within the UWCI offices. Our customer satisfaction survey from December reported higher satisfaction results outside the office with our platform. We are going to engage a local networking company to repair their issues as we prepare for an expansion of Internet bandwidth.
On our drive to our next caravan stop, the three of us (Jim, David and I) started rethinking our approach to membership relationship management. With two lines of business (infrastructure & application support) we are not as proactive as we need to be especially with projects that cross business lines. Having the ability to look holistically at our response to an individual member across all of our interactions would be a great benefit to Upic. Hmmm...I see an internal Upic CRM project on the horizon.
Our next caravan stop will be "transparent" shortly...can you guess where we will be?