Company: Navantis Inc., Toronto, ON, Canada
Company Description: Navantis combines strategy, design and technology to help their clients realize new opportunities, solve business challenges and focused on excellence in customer service and delivery. Founded in 1998, Navantis was Microsoft's Canadian Partner of the year in 2012 leading the partner channel with the most industry awards including recognition from Microsoft, CDN Magazine and the Branham Group
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: Business Intelligence Solution – New
Nomination Title: Navantis Inc. NBC Learn Customer Care Center
Tell the story about this nominated product or service (up to 500 words). Describe its function, features, benefits, and sales to date:
NBC Learn, the educational arm of NBC News, is dedicated to making historic stories, images and primary source documents available on-demand to teachers, students, and parents by providing access to more than 12,000 stories from the NBC News archives — one of the largest news archives in the world, dating back to the 1920s.
It’s three o’clock in the morning. A college student has a paper due at nine am the next day. In a remote farming community, a grade ten student is studying for an exam and struggling to download a required video assignment. Long after putting her own children to bed, a public school teacher is completing her lesson plan. All of these scenarios are real and all of these people expect NBC Learn to be available at any time of the day or night to help them meet their professional and classroom commitments.
With hundreds of thousands of clients, NBC Learn supports teachers, students, parents and families. From kindergarten to college, people can access the site from a PC, MAC or iPad at school or at home. Providing high quality technical support around the clock and being able to solve every kind of issue facing every type of user was a challenge. NBC Learn couldn’t do it alone and so they turned to the expert technical Call Center team at Navantis for help.
Under the leadership of Vice President Client Support Karl Weiss, Navantis operates a state of the art call center incorporating voice calls, email, chat, collaboration and remote technical assist. Navantis acts transparently so that NBC Learn clients never realize they are dealing with an outsourced team. Every call, email and instant message is handled with care and monitored under strict Service Level Agreements. Navantis manages all of the case tracking and reporting providing deep business insight back to NBC Learn for continuous improvement. A unique advanced offering Navantis includes is usage tracking, helping to identify schools with reduced participation. Once identified, the Navantis’ reach out program encourages online training through webinars, resulting in better understanding, awareness and increased usage of the NBC Learn offerings ensuring that 21st century education continues to help teachers and students improve skills and knowledge.
“Nobody else in our industry is able to provide the level of content and support that NBC Learn can, making us the most competitive and compelling solution in the market today. Navantis has completed our service offering by providing a seamless experience for our community, becoming a trusted member of our team. They treat our clients with patience and respect, ensuring that no problem goes unsolved.” Michael Levin, Director of Sales and Technical Operations, NBC Learn Because of the work that the Navantis team continues to do, NBC Learn is able to fully meet the needs of their clients.
Thousands of teachers, students and parents are now able to streamline videos; access history on-demand; enhance lesson plans and continue to build a brighter future with full support!
Provide a brief (up to 100 words) biography about the leader(s) of the team that developed this nominated product or service:
Seasoned Customer Care and Services professional Karl Weiss, has over thirty years of experience in Information Services operations – building customer care environments that provide innovation around driving sales, marketing, business intelligence, development and customer service. Karl has earned an enviable reputation for customer service excellence providing complex implementation and support of large-scale network deployments for many multinational clients including Lafarge, Royal Bank and Magna. Client satisfaction and delivery excellence during all phases of deployment and support engagements are Karl’s core operational principles. His expertise spans quality assurance, process re-engineering, software development, technical support and design, providing tremendous value to Navantis.