nFocus Solutions
Company: nFocus Solutions, Austin, Texas
Company Description: nFocus Solutions™ is the leading provider of applications, services and technologies that community-based organizations, government agencies and public schools rely on to make their organizations more effective. Our high-quality data management and analysis software enable nFocus Solutions clients to achieve clear, well-defined results that change the world.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year
Nomination Title: nFocus Solutions Provides Top-of-the-Line Customer Service to Over 4,500 Clients
Tell the story about what this nominated team achieved since the beginning of July 2011 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Our Client Support Team is paramount to ensuring client satisfaction and client retention. Our work is important to the Nation; we serve our Country’s most vulnerable populations in almost every city in America and our systems are also used by the United States Army. Our systems are mission critical and our goal is to support and train our clients at both the technical and educational levels regarding utilization of data for improved performance. Since July 2011, our Client Support Team has worked with 4,500 clients, averaging 1,334 product launches, implementations, trainings and support tickets a month. In 2010 our Service level was 94.7%, our year to date service level is 98.1% with a 94.4% First Call Resolution rate.
A significant obstacle for our web-based system occurred in June when we were down for several hours over the course of a week. The result was a 200% increase in call volume. Without any additional resources, the Team made it a priority to either personally speak to or email each client about the outage and informed them of the steps that would be taken to resolve the issue. In addition, the Company’s NetPromoter score has risen from 40 to 65 when others in the industry have scores from 30 to 50.
Harvey Ortega, IT Director for Boys & Girls Clubs of Chicago describes his experiences with nFocus: “When you deploy a lot of organizations within a city, the only thing connecting you to success are the people who support the products you purchase and the nFocus Support Team is unparalleled.”
New services to maximize client satisfaction include:
•Online Chat Support: Our Client Support Team recently introduced Online Chat support through nFocus.com to encourage clients who prefer different methods of communication to contact us. If the problem can’t be solved through the chat window, Client Support Team members can “take control” of a user’s computer via remote meeting software to walk them through their issues step-by-step.
Connie of Boys & Girls Clubs of Garden Grove described an experience with our Online Chat: “As I began to work, I had a question, so I hit the support button... nFocus answered all my questions and "walked" me through the problems I was having. Knowing I can count on the support services staff for assistance is extremely helpful.”
•Online Training Webinars: We schedule regular free online seminars that can be used by all clients or tailored to a specific program or organization. A calendar containing our training schedule is constantly updated on our website, and users can schedule additional training as needed. Each trainee receives a guide customized to their solution and to their organization. Over 916 clients have taken advantage of this free service since July 2011.
•Graphics-based interface: To lower our clients’ total cost of ownership through ease of use and simple navigation, nFocus is implementing a new graphics-based interface across all modules. Our Client Support Team has provided client feedback regarding enhancements, allowing us to provide improved functionality and heighten ease of use.
Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:
As the IT, Client Support & Training Manager, Jake Smith’s primary goal to ensure all clients receive the highest level of customer service and training. He is a proactive, service-oriented manager with a wide range of technical knowledge in all Microsoft operating systems, networking, telecommunication systems and security. Mr. Smith will often call clients himself, in order to ensure overall quality and satisfaction levels have been met by hi team. Mr. Smith holds a Bachelor of Science degree in Business Administration from Arizona State University, W. P. Carey School of Business.