Customer and support what is Net Promoter System?

Progress – Communication

• Standard notification process
• Product upgrade information
• Technical bulletins
• Hosting outages
• Customer follow-up – reaching out
• Directors/Managers contact customers to discuss the NPS Score
• Better understanding of the areas where our team can improve

Progress – Improved Processes

• Implemented a case escalation process
• Critical case reviews
• Resulted in requests for corrective and preventative actions in the following areas
• Hosting
• Product Management
• Process Improvement
• Root Cause Analysis
• Change Control Process
• Product Management feedback

Progress – Improved Processes

• Closed Case Survey
• Average Ratings
• High 8’s and 9’s
• Complimentary of a majority of our analysts
• Invest in long-termers
• Developing a mentor program
• Developed Chatter Groups