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Nexus Information Center
Conceived as an intranet web portal to house links to the extensive number of applications required for first and second-level support, Nexus has become an interactive dashboard with up-to-the-second information tailored for to each user role. In addition to application links and consolidated search functionality, it displays system status, problem ticket descriptions and statistics, and daily productivity statistics in real-time. Nexus has become the home page of choice for almost all Technical Support Services employees, and it has dramatically simplified the continuity of operations during emergency, weather, and holiday office closures.
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A.G.E.S. (Andrew Gilliam Email System)
Telephone transfers and forced channel switching are among the top customer annoyances and sources of brand-damaging customer effort. A.G.E.S. seeks to alleviate this source of customer frustration in our highly compartmentalized organization by empowering our employees to accept customer questions and share them with the most appropriate department for follow-up. This method provides the receiving department with better articulated customer questions, enables a more seamless follow-up contact, reduces the time customers spend queuing, and increases the perception that the organization has taken ownership of the customer's problem.
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Closed Ticket Survey
Almost two years of research, deliberation, and negotiation proceeded the deployment of our new Ticket Closed Survey, which is offered to every customer 24-hours after their contact with us. The survey had not been revisited in almost a decade, and it's predecessor collected irrelevant, unhelpful information. This led to the data being largely ignored by the leadership team. The revitalized survey uses industry standard questions, including NPS and CES, as well as custom developed questions. Incidentally, the new survey totally changed our follow-up procedures, and it has greatly reduced our response time to customers who's needs were not completely met.
