Ektron Continues Focus on Customers by Providing Best Possible Support Experience
Support improvement initiatives generating visible results in customer satisfaction
NASHUA, N.H., June 25, 2013 /PRNewswire/ -- With the mandate that customer satisfaction has become Ektron's #1 priority, the company brought in industry veteran Mark Lewandowski as Vice President of Support in late 2012. Lewandowski has over 20 years customer service and support experience for enterprise and SaaS software companies. Since joining Ektron, Lewandowski has focused on reviewing and optimizing various support policies, practices and systems, with the goal to align the company around customer satisfaction metrics.
One of the first areas was in the improvement of responsiveness to customers' inbound support requests. The results have been dramatic: a 300% improvement in average response time for individual support cases since October of 2012. Ektron Support has implemented a skills-based routing process for new incoming cases with complex support issues now going directly to second tier support teams. Ektron Support has also achieved significant improvements on time to close and reducing the number of open support cases. Calls have decreased significantly and times to resolutions have been reduced.
"We'll continue to focus our ongoing efforts on these important areas," said Lewandowski. "A new customer support satisfaction survey has been instrumental in guiding our support improvement efforts. Customers are sent an invitation to a short survey upon the closure of their case and are asked to rate their recent experience on a 5 point scale."
"We've had a greater than 15% response to our survey and 90% overall satisfaction score from customers," Lewandowski continued. "Our response time improvement efforts are further validated by a 95% satisfaction score for time to respond to initial cases. All support surveys are reviewed by the support management team and any requiring further action are immediately followed up with the customer. Moving forward, customer satisfaction remains Ektron's top priority."
Ektron is unique in the CMS industry by providing lifetime product support for customers. The company supports all versions of all products released in its 15-year history.
Ektron Web Content Management software powers corporate websites, intranets, and social communities for thousands of customers across the world. Ektron is headquartered in Nashua, N.H., with offices in Australia, Canada and the U.K. Ektron customers include brands such as Fairmont Raffles Hotels International, Las Vegas Sands, Microsoft, and NASDAQ. For more information: www.ektron.com.
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