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Network Alliance - Customer Service Department of the Year

 

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Company: Network Alliance
Company Description: Network Alliance, Inc. (Network Alliance)delivers high-quality, dependable, and cost-effective solutions for organizations’ IT management needs. Network Alliance provides a hosted desktop service for a complete IT solution for small and medium-sized businesses, and allows clients to access their desktop and business applications from anywhere/anytime.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year – Computer Services

Nomination Title: Network Alliance

Tell the story about what this nominated department achieved since the beginning of July 2017 (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:

Network Alliance, Inc. (http: //www.networkalliance.com/)

Overview

The Network Alliance Support Center pushed scalability and client satisfaction to record-high levels in 2018 to support an 18.2% User Growth Rate while hitting a company record-high average Client Satisfaction Score of 99.1% without increasing headcount.

The Support Center specializes in providing highly-personalized IT management and technical support for the mission-critical IT environments of a wide spectrum of small- and medium-sized organizations. The consistently high level of systems management, technical support and client service provided by the Support Center team has allowed Network Alliance to maintain a 98% year-over-year client retention rate for the past 21+ years.

With an ever-expanding number of IT environments, end users, devices, software applications and complex issues to support, the Network Alliance Support Center team continues to provide industry-leading “5-Star” client satisfaction without increasing headcount for over seven (7) years.

Results

Client success is the primary objective of the Support Center. Upon resolution of every client request, users receive a satisfaction survey asking them to rate the Support Center team on five core service characteristics: Communication, Courteous, Knowledgeable, Timely and Overall Satisfaction.

To demonstrate full transparency in our commitment to client success and satisfaction, all comments included in survey responses are posted unfiltered, in real time to the Network Alliance website.

Please see http: //www.networkalliance.com/reviews testimonials for the feedback stream.

From January to December of 2018, the Network Alliance Support Center achieved the highest client satisfaction scores in company history. As of December 3, 2018, the combined average for all five core service characteristics reached an all-time high score of 99.1%.

The average scores for each core service characteristic follow:

Communication: 99.5%
Courteous: 99.8%
Knowledgeable: 99.4%
Timely: 98.4%
Satisfaction: 98.6%

The Key to Success

Despite the ever-changing technology landscape, the Support Center continues to “do more with less” while achieving record-high client satisfaction, managing costs, and contributing to the top line revenue goals of the company.

Key to the success of the Support Center is a clear focus on the “Four Pillars of Success”: Great Service, Great Place to Work, Great Technology, and Great Financial Performance.

Great Service

-Unlimited 24 x 7 IT support with 99.1% average client satisfaction scores
-Over 650 software applications supported in over 250 unique IT environments
-Live analysts answer all calls within an average of 1 minute 23 seconds
-80% of calls are resolved within 15 minutes or less
-User to Tier 1 Analyst Ratio of 611: 1

Great Place to Work

-Zero (0%) percent voluntary Support Center employee turnover
-80% of Support Center team members have been with Network Alliance for 4 years or longer and actively embrace our Core Values
-Over $3,500 per team member invested in training
-Over $3,900 in personal expense savings per team member from telecommuting

Great Technology

-One (1) hour average follow-up by managers on all negative client feedback surveys via real-time alerting software
-Realized a 14.4% Client Satisfaction Survey Response Rate by integrating enterprise feedback management software with the CRM system
-90% telecommute adoption resulting from approximately $500 per team member invested in telework technology

Great Financial Performance

-Annual recurring revenue from IT support plan licensing fees contributed over 44% of total company revenue
-Zero increase to Support Center headcount for the past seven (7) years
-Saved over $100,000 per year on office rent by providing a robust telework program
-Created jobs in emerging United States job markets, while saving an average of over 40% per team member on salaries and benefits

Focusing on the “Four Pillars of Success” helps guide the day-to-day actions of Support Center team members while also providing a proven, scalable framework to maintain a highly-motivated and efficient team that, while small, is committed to providing world-class client support for an ever-increasing number of users, devices, software applications and IT environments as Network Alliance continues to grow.