In Good Company

Looking through the list of 2009 Service and Support Professionals Association (SSPA) STAR award winners for best practices, I am honored to report that two of the winners are eVergance clients, Avaya and Xerox (that’s a quarter of the winners)! It appears that our company goal of “enabling the world’s best customer experiences” is in full effect.

I started working with Avaya several years ago with the mission to both improve customer satisfaction and significantly grow their customer base while maintaining current support costs and headcount. In fulfilling this mission, Avaya and eVergance have come a long way, including:

  • Deployed a knowledge management platform for self-service and agent-assisted customer service.
  • Completed a full content repurposing effort to improve the effectiveness, findability and consumption of knowledge.
  • Launched a communities platform for both internal employees and customers.
  • Created a metrics and measures program, including an innovative new “QB Rating” (look for this to be unveiled at the Fall 2009 SSPA conference in Las Vegas).

Xerox and eVergance have a similar story of overcoming tough challenges with innovative solutions, and you can read more in the following case study.

In addition to the SSPA STAR award, both Avaya and Xerox are certified under the J.D. Power and Associates Certified Technology Service & Support Program (SM), a distinction held by only two other companies.

A special congratulations to Xerox and Avaya, and a thanks for allowing me to be part of the ride!