After an eventful year to say the least, we are taking the chance to celebrate something that went right – the amazing amount of positivity that came out of Team Challenger in 2020 despite everything.
In March, we watched the growing crisis with the rest of the country and made the decision to send everyone home who could work remotely. Within 2 weeks we had mobilised 99% of the office to be able to work anywhere with an internet connection, whilst helping many of our customers to do the same.
Throughout 2020 we continued to support our customers with their flexible working needs and have successfully handled over 700 urgent remote work and VoIP configuration cases over the 10 month period since it all started. We are proud to have been able to operate at full capacity throughout the pandemic and be there for our customers whenever they needed that bit of extra support.
During the year we also recognised a number of staff members for their contributions and created five Team Champion roles – a supportive role to assist existing and new team members on a daily basis, showing best practice, structure and procedures to achieve the relevant set targets. Congratulations to our five new Team Champions for their roles in the Account Management, New Business, Business Development, Accounts and Data Teams.
Next, this year saw a number of movements within the company with six of us changing role! We had moves from Data Support to Business Development, Customer Support to Data Support, Account Management to Marketing, Business Development to Account Management, Data Support to VoIP and Engineering to Data Support. Phew! All are doing well in their new roles – change is as good as a rest as they say.
We were also thrilled to be able to add nine new faces to the Challenger team – we welcomed three new starters to the New Business Team, one to Telematics, one to the Business Development Team, two to Data Support, one to the Accounts Team and one to Sales Support. All are fitting in well and have got stuck in to their new roles despite everything being a little strange this year!
The aim of all of our fantastic changes to the internal team was to be able to keep delivering first-class results for our customers. As a company one of our focuses for 2020 was measuring this customer satisfaction in a more structured way, and we were delighted to record over 93% of our re-signing and new customers giving us 10/10 for overall satisfaction throughout Q3. Going forward we will continue to ask for feedback in various ways in order to understand exactly how our customers are feeling and what we can do to improve our service.
We are extremely excited for 2021 and everything to come – pandemic and the hopeful news of vaccines aside (which is wonderful of course!), it’s going to be a busy and productive year for Team Challenger. We are planning to grow our product and service offerings, make some big exciting changes within the existing products we offer, and continue to link and improve all of our platforms and technologies as we work towards our ISO accreditations (more info on these coming soon!).
We would like to thank all of our customers, partners and suppliers for their support this year and wish you all the best for a healthy and prosperous New Year.