From Foundation to Momentum: The Evolution of Customer Care at R.S. Hughes
Customer Care Senior Manager Tracy Egan shares why she joined R.S. Hughes—and how she’s empowering the Customer Care team to deliver faster, smarter and more exceptional customer experiences.
Contributed by Tracy Egan, Customer Care Senior Manager, 11 months
When I joined R.S. Hughes nearly a year ago, the centralized Customer Care team had the right passion—but needed structure, consistent processes, and better tools to operate at scale. My goal was to help build that foundation and empower the team to deliver a world-class customer experience with confidence.
Grounded in a Shared Mission
We began by aligning a mission to define how we serve our customers:
Our commitment is to deliver an unparalleled customer experience that exceeds expectations, fosters trust, and builds long-lasting partnerships. We provide proactive and attentive communication and serve as solutions experts and customer advocates—making it easier and more valuable to partner with R.S. Hughes.
That mission guides how we train, prioritize and measure success as a team.
Creating Operational Clarity
A major early focus was improving communication workflows. We implemented Front, a shared inbox platform that brought visibility, ownership and accountability to how we manage customer inquiries. With structured SLAs, tagging and routing, CCRs now work more efficiently and consistently.
We also partnered with Credit & Collections to establish a dedicated billing team for portal customers. The team recovered nearly $3 million in missed invoicing and implemented a 24-hour billing standard—delivering faster, more predictable service.
To minimize manual entry errors, we introduced Canals, an AI-powered order intake system. It has significantly reduced errors and freed up the team to focus more on customer interaction than administrative work.
And with Power BI, we’ve gained real-time visibility into inquiry types, turnaround times and key trends—helping us analyze performance and adjust accordingly.
Turning Insight Into Impact
To build deeper customer understanding, we launched Customer Spotlights—a weekly forum where CCRs present the customers they support to the broader team. These sessions help us understand how our products are used in real-world applications and reinforce how important our role is in supporting their success.
We also use Aircall to track customer sentiment and identify coaching opportunities. While most calls are rated positively, we’re focused on reducing neutral interactions and ensuring that every customer conversation leaves a strong, confident impression.
Recognition and Culture
To celebrate great service and encourage consistency, we launched the Kudos Wheel, a monthly program that highlights outstanding contributions across the team. Whether it’s delivering standout service or supporting a teammate during a busy stretch, we take time to acknowledge the work that aligns with our values.
Recognition builds pride, drives engagement and reinforces the culture we’re creating together.
Developing Confidence and Skills
We’re committed to building soft skills like communication, conflict resolution and active listening. Our Telephone Doctor training series provides practical tools for real-time customer interactions.
Looking ahead, we’ll introduce A Complaint Is a Gift by Janelle Barlow—a resource to help the team turn feedback into loyalty-building moments. It aligns perfectly with our focus on service recovery and long-term customer trust.
Leading Through Service
My leadership style is rooted in support—clearing roadblocks, asking the right questions and giving people what they need to succeed. Change isn’t always easy, but this team has embraced it with professionalism, energy and pride.
It’s been incredible to watch CCRs grow not just in skill, but in confidence and ownership.
Looking Ahead
As we continue maturing as a team, we’re strengthening cross-functional alignment—with Sales, IT, Finance and Supply Chain—to ensure we’re always delivering seamless, informed service. We’re also refining customer segmentation to ensure every account receives thoughtful, proactive support.
In under a year, the Customer Care team has made huge strides—smarter systems, faster service, fewer errors, stronger culture. But most importantly, we’ve built momentum and trust across the business.
I’m proud of the progress we’ve made—and excited for what’s still to come.