Evolve IP, a prominent provider of hybrid workforce solutions, has received the esteemed Stevie® Award for Best Technical Support Strategy and Implementation at the 20th American Business Awards®. The Stevie Awards, established in 2002, are highly regarded within the business sector for recognizing outstanding achievements across various domains.
The award highlights Evolve IP’s dedication to delivering superior customer experiences. Central to this achievement is the company’s innovative Pod support system, which has significantly enhanced customer service metrics. Notable improvements include a 70% same-day resolution rate, a 94% increase in first-call resolution, and a 13% rise in Customer Satisfaction (CSAT) scores.
The Pod support system replaces the conventional tiered support model with a more collaborative and efficient approach. Technicians are grouped into Pods based on their skillsets, ensuring a diverse range of expertise within each team. This structure allows for a deeper understanding of client needs and quicker issue resolution.
A cloud-based project management platform facilitates collaboration and efficient workflow management within the Pods. When an issue is identified, the team conducts an initial assessment, and subject matter experts are seamlessly integrated based on the specific issue, thereby eliminating handoffs and enhancing customer communication.
“At Evolve IP, we recognize that exceptional customer support is vital for building trust and loyalty,” stated Martin Call, Chief Operations Officer at Evolve IP. “Our Pod system promotes collaboration, streamlines communication, and empowers our technicians to provide exceptional service. We are honored to receive this recognition from the Stevie Awards for our commitment to customer success.”
Evolve IP’s Pod structure is tailored to meet the unique needs of each client, ensuring dedicated support teams can address specific requirements efficiently. This innovative approach has revolutionized the customer experience, reinforcing Evolve IP’s leadership in Unified Communications as a Service (UCaaS), Contact Center as a Service (CCaaS), and Desktop as a Service (DaaS) solutions.
