Company Description: With more than 3,600 clients, SchoolDude is the nation's leading provider of on-demand management solutions designed exclusively for the unique needs of educational support services professionals. SchoolDude's integrated suite of solutions for technology, business, and facility operations is revolutionizing the way educational professionals manage their organizations.
Nomination Category: Customer Service Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year
Nomination Title: The Best Front-Line Support for Education!
1. Tell the story about what this nominated team achieved since the beginning of July last year (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:
Proving that great customer service is still available from a technology
partner, SchoolDude offers the industry's only Legendary Service Program. We
ensure success by providing great support, highly reliable applications, and
peace of mind. We are dedicated to being the long-term technology partner and
helping our clients look good! SchoolDude is a company you can start with, stay
with and grow with, as well as a company you can trust.
The Client Services Center is committed to empowering our clients by being
readily available with personalized solutions to enhance their business
processes. With our passion for service and client success, we strive to make
SchoolDude.com the preferred choice of educational support services professionals.
Our commitment includes:
- Unlimited support available through the following channels:
o All phone calls answered by a live person
o Over 95% of emails answered within 1 hour
o One-click instant messaging to support staff
o Easy to follow, role specific manuals
- Peer support through client community
- 24x7 hosting, application and data management in a secure data center.
Since July 1, 2007, our results speak for themselves:
Emails to Support
8,483 - 82% answered within 30 minutes / 96% answered within 1 hour
Instant Chat Help (Answerchat)
8,040 - 94.8% answered
Training survey feedback
1765 returned surveys - 94.8% ranked 8 or higher on a 10 pt scale.
Fall 2007 Client Satisfaction Rate: 96.7%
Spring 2008 Client Satisfaction Rate: 98.6%
Yearly Average: 97.7%
2008 Net Promoter Score - 93%
2. List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:
"You guys are right up there with the Disney Corporation in the area of customer
service. And that's coming from someone who worked for the Company, the absolute
gold standard for customer service. They "make happiness" by treating each
"guest" as if they were just that in their own home. You do the same by
projecting that caring, honest, home-grown kindness and concern through the
phone and on-line chats. That takes skill, dedication and professionalism, and I
am very grateful and fortunate to have experienced it. Thank You!"
-- Montgomery Granger, Port Jefferson Station, NY
"Your customer service is impeccable. Prompt, efficient, courteous and concise.
You're one of the few places I can call these days and know that I'm being
listened to and that my needs are important to you."
--Rory Marty, South Kingstown School District, RI
"When questions arise, your support staff has been impressive with the response
time and quality of information."
--Skip Bandini, Waltham Public Schools, MA
3. Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:
Joan W. Maddox, Vice President of Client Services
Joan Maddox has dedicated her entire 18-year professional career to providing
educational clients with the highest level of service and support. Over the
years, she has trained a countless number of facility professionals across the
US and in Australia. Joan was formerly the Manager of Client Services for ACT
(Applied Computer Technologies), where she built a highly respected support
organization and managed the service teams to deliver maintenance management
solutions to hundreds of school districts.
As SchoolDude's Vice President of Client Services, Joan manages the Client
Service Center, including all technical support and product training. She also
leads our Client Service team in their efforts to maintain SchoolDude's
legendary customer service and is constantly striving to improve our 97% client
Joan has an AAS Degree in Computer Programming and has attended several INC
500 Customer Service Strategies Conferences. Her expertise in providing Legendary
Customer Services comes from her 16-years of experience working with educational
clients. Joan began her career at ACT as a Support Technician and was promoted
to Senior Support Analyst and Client Services Manager because of her
extraordinary commitment to clients. She has continued that dedication and
commitment as she has built an exemplary Client Service team at SchoolDude.
"Set and live by this ironclad rule -- all promises to customers are kept.
Period." - Jim Clemmer
This is one of Joan's favorites because this quote exemplifies the commitment
that she and the Client Services team have to SchoolDude's clients, as well as
the understanding that keeping our clients satisfied takes hard work and
dedication by the entire SchoolDude team. Keeping promises and commitments to
our clients is what keeps clients for life.
Joan and her husband, Danny, became parents on February 11, 2004 when their
daughter, Erin Danielle Maddox, was born. As you can tell from her charming
accent, Joan is a native of North Carolina. And according to sources at
SchoolDude, Joan is so dedicated to educational facility professionals that she
married one - her husband Danny is an Electrician at UNC-Chapel Hill.
Joan enjoys spending time outdoors gardening, softball and golfing. She also
loves to spend time with her husband and daughter. Additionally, Joan is an
animal lover whose pets include 5 dogs and 4 cats.