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DiCentral Corporation - Kayla Adair

Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

Company: DiCentral Corporation, Houston, TX
Company Description: Founded in 2000, today DiCentral is a leading innovator in vendor management and supply chain integration using EDI (Electronic Data Interchange). The company offers a broad range of business services and software solutions that facilitates vendor collaboration and a seamless exchange of data throughout supply chain networks.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Back-Office Customer Service Professional of the Year - Business Services Industries

Nomination Title: Kayla Adair, EDI Onboarding and Connections Lead

Tell the story about what this nominee achieved since the beginning of July 2016 (up to 650 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 company provides global EDI (Electronic Data Interchange) services. We have clients all over the world that live in several different time zones. We know that all of our clients deserve ‘on-demand, anytime” customer support, no matter where they live. We did not want our support to fit into the typical “Monday – Friday, 7:00 am – 7:00 pm” timeframe group that most of our competitors do. This would put our clients who live in different countries at a time disadvantage for receiving support. We understand that orders, advance ship notices, and invoices must be sent on a timely manner, or delays and chargebacks could occur.

In addition, new clients need extra support when setting up trading partners and have general questions and training needs. We established a support team in Vietnam to provide support to clients 24 hours a day. Our United States EDI support team, including our EDI Onboarding and Connections lead, Kayla Adair, traveled to Vietnam last month to thoroughly train the Vietnam support team. Kayla and her colleagues spent 36 days with the Vietnam team, working double shifts to accommodate all of the support teams. She spent several hours with each team member individually, 30 total team members, to help them with their specific tasks and goals. Each area of Vietnam support was examined and updated: New Connections, General Support, Optional Methods EDI Delivery, and Labels.

Even though Kayla and the US support team are home, the time, commitment, and collaboration have not stopped. Both support teams work extensively to provide exceptional, collaboartive support to the clients. We appreciate Kayla’s commitment to the company, and her willingness to leave her family for an extended period of time. Our clients are also grateful for her time, since our clients have reassurance that extensive support is provided on-demand. We have had several clients who have expressed their joy and satisfaction to the ‘round the clock’ support that we offer.