Driving Customer Experience Through A Positive Culture

Elizabeth Gallo Court Reporting started in 2006 to help improve court reporting accuracy. Owner and Founder, Elizabeth Gallo, had the audacious goal to change the negative perceptions of the reporting industry. Over the last 16 years, she has built a team committed to keeping internal costs to a minimum while passing those savings on to their clients.

A key component to the success and growth of EGCR has been cultivating a culture of experience and engagement with a strong focus on the human aspects of the business. Ms. Gallo believes that the way you treat people is reflected in both the products and services that are ultimately provided. This belief has been confirmed by many articles and studies showing that more engaged employees have higher customer satisfaction scores. However, continuing to build and scale a culture of high engagement in a rapidly-growing organization can be very difficult.

In 2018, Ms. Gallo acquired Ancillary Legal Corporation, which offers a full range of legal support services including process service throughout Metro Atlanta and International Process Service in over 195 countries. Together, they are prioritizing substance over style. The acquisition was an exciting opportunity to expand the business, but the operational workload practically doubled. Three years later, the leadership team believed there was still room to improve.

EGCR has utilized Peoplelogic’s Organizational Network Analysis Graph, StayFactor algorithms, and automatic recommendations to receive insights around employee engagement.