KING OF PRUSSIA, PA – Evolve IP, a leading provider of secure, reliable hybrid workforce solutions, today announced it has been recognized with a prestigious Stevie® Award for Best Technical Support Strategy and Implementation in The 20th American Business Awards®. Founded in 2002, the Stevie Awards have a long history of recognizing excellence in business across various categories. They're well-known within the business community and considered a mark of achievement.
This award acknowledges Evolve IP's commitment to delivering exceptional customer experiences. Evolve IP’s innovative Pod support system has greatly improved key customer experience metrics, including:
- 70% same day/24-hour resolution rate
- 94% improvement in first-call resolution
- 13% increase in Customer Satisfaction (CSAT) scores
Evolve IP's award-winning Pod support system replaces the traditional tiered model with a more collaborative and efficient approach.
Technicians are assigned to specific Pods based on skillsets, ensuring diversified expertise within each team. This allows for deeper client understanding and faster resolutions.
A cloud-based project management platform was implemented to facilitate collaboration and efficient workflow management. When an issue arises, technicians within the Pods conduct an initial assessment. Subject matter experts are readily integrated into the Pod based on the specific issue, eliminating handoffs and improving communication with customers.
"At Evolve IP, we understand that exceptional customer support is essential for building trust and loyalty," said Martin Call, Chief Operations Officer at Evolve IP. "Our innovative Pod system fosters collaboration, streamlines communication, and empowers our technicians to deliver exceptional service to our clients. We are honored to be recognized by the Stevie Awards for our commitment to customer success."
Evolve IP understands that each client has unique needs. The Pod structure reflects this understanding, ensuring dedicated support teams are equipped to address specific requirements efficiently. The Technical Team's innovative restructuring of the Pod system has transformed the customer experience, solidifying Evolve IP's position as a leader in UCaaS, CCaaS, and DaaS solutions.
The Stevie Awards are the world's premier business awards, created in 2002 to honor and generate public recognition of the achievements and positive contributions of businesses and businesspeople worldwide. The Stevie Awards encompass eight programs: The American Business Awards®, The International Business Awards®, The Asia-Pacific Stevie Awards®, The German Stevie Awards®, The Stevie Awards for Great Employers®, The Stevie Awards for Sales & Customer Service®, The Stevie Awards for Women in Business®, and The Stevie Awards for Public Relations®. Learn more at https://mobile.stevieawards.com/sales
https://www.evolveip.net/evolve-ip-wins-stevie-award-for-best-technical-support-strategy-and-implementation
