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SMART Technologies

SASCS How to EnterCompany: SMART Technologies, Calgary, Alberta
Company Description: SMART Technologies introduced the world’s first interactive whiteboard in 1991 and is the global interactive whiteboard category leader, providing easy-to-use, integrated hardware, software and services that improve the way the world collaborates and learns. Its success is driven by a commitment to and engagement with both the education and business communities.
Nomination Category: Customer Service & Call Center Team Categories
Nomination Sub Category: Customer Service Training Team of the Year

Nomination Title: Customer Service Training Team of the Year – SMART Technologies

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:

SMART Technologies is both the industry pioneer and market-segment leader in
easy-to-use interactive whiteboards and other group collaboration tools. With
products in over 175 countries and a projected revenue growth of 35 percent,
the need for additional resources and support increases. As a result, SMART
Technologies is committed to delivering world class customer service to all
users of our products.
;
The internal customer support training team was developed to identify company
needs and facilitate training to meet the following expectations:

• Understand and appreciate the distinct needs of every user
• Provide consistent, dependable and professional support and services
• Be fast, flexible and responsive when dealing with questions and concerns
• Be innovative and creative in fulfilling customer needs
• Be accurate, reliable and results-oriented when responding to requests
• Set the standard by which technology services are measured

Due to company growth, the customer and technical team increased 45 percent
from July 2008 to September 2009.

The training team had three main areas of focus:

1) The team developed and delivered a five-week “On-boarding” training program
to provide the necessary resources to meet job expectations as a customer and
technical support representative. By the end of August 2009, 85 individuals
completed the training program with results that surpassed expectations. The
average handle time of a customer call decreased from 17 minutes to 12
minutes, while the average speed to answer a customer call went from greater
than 30 minutes to less than 120 seconds. To add, 90 percent of calls were
answered in 60 seconds and first call resolution increased from 75 percent to
85 percent.
;
SMART Technologies received numerous comments to reinforce the effectiveness
of the training program, some examples:

“What great service! I really appreciate your assistance with all of this. You
have been fun and very professional to work with. You are a credit to your
company and its customer service focus.”

“You have an outstanding employee – Colin – and I would like to say my
conversations with him were the best I have ever had when calling any tech
help line for any company.”

2) Continuing to enhance technical skills of employees was the second focus.
This was accomplished by offering additional weekly training classes. Training
is now provided in several sessions, offering all employees the opportunity to
attend.

3) Because SMART Technologies releases up to 10 new products and upgrades
annually, the training team prepares/delivers additional product use and
customer services skills training. This provides the customer support
employees empowerment and the desire to collaborate and offer solutions to
customers.

With continued international growth, the customer support team is now able to
understand and anticipate the needs of our growing customer base. They are
continuing to meet challenges with solutions and exceed SMART Technologies’
philosophy, extraordinary made simple™.

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]:

Supporting links:

http://smarttech.com/supportlink/issue2/SupportLink-2009-11-Comment.html

http://smarttech.com/supportlink/SupportLink-2009-08-News1.html

http://downloads.smarttech.com/media/pr/awards/SMART_HQ_growthplan.pdf

Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:

Customer Service Team Leader – Vin Seunath

The internal training team reports to Vin Seunath, Director of Training and
Professional Development. This role requires developing and executing SMART’s
global training strategy. As director, Vin’s team handles online training, 2-
minute tutorials and international/national training programs, including
master certification on SMART products.

Vin is a certified professional in learning and performance, holding a Masters
Degree in Distance Education. He is currently completing his PhD in education,
specializing in global training and development. A valued team member at
SMART, Vin has more than 20 years of industry experience.