Adaptiva - Front-Line Customer Service Team of the Year

Company: Adaptiva, Kirkland, WA
Entry Submitted By: TECHMarket Communications
Company Description: Adaptiva is a leading, global provider of endpoint management and security solutions. The company’s products, including OneSite Cloud, Endpoint Health and Evolve VM, empower enterprises to manage and secure endpoints at unparalleled speed and massive scale using the power of peer-to-peer technology.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year - Technology Industries

Nomination Title: Adaptiva Earns 100% Customer Satisfaction Rating for 24 Consecutive Months

Adaptiva, a leading, global provider of endpoint management and security solutions for enterprise customers, has been known for its outstanding global customer support and solutions team based on their high degree of technical knowledge as well as their focus on the customer. After introducing a host of new products and features — including OneSite Cloud, OneSite Intune Edition, Endpoint Health and Evolve VM — as well as the extra assistance enterprises needed as they moved to remote work environments amid the COVID-19 pandemic, Adaptiva exceeded its own high expectations for quality and timely support.

https: //adaptiva.com/products/onesite-cloud/
https: //adaptiva.com/products/onesite-intune-edition/
https: //adaptiva.com/products/endpoint-health/
https: //adaptiva.com/products/evolve-vm/

Growing Adaptiva’s self-service portal has been key to consistent quality and optimal efficiency in the face of increased volume and complexity. As support portal usage increased by 125%, the team focused on developing more materials to answer customers’ questions quickly and clearly. Fifty-four articles were added July 2018-July 2019, and views rose by 50%. Additionally, the percentage of help searches yielding no results dropped from 22% to 7%. As a result, Adaptiva effectively addressed customer needs without tying up resources required for more sophisticated tickets.

Outline the team's achievements since July 1 2019 that you wish to bring to the judges' attention (up to 250 words):

Over the course of 24 months, Adaptiva’s global customer support and solutions team has achieved 100% positive customer satisfaction ratings. In fact, many customers took the opportunity to give Adaptiva a perfect rating and submitted additional comments about the stellar service they received. When you consider all of the COVID-19 factors as well as the fact that Adaptiva’s own team members were running support operations from their respective homes, it is all the more remarkable. Adaptiva has accomplished all of this with zero staff turnover on the veteran global customer support and solutions team.

Adaptiva’s global customer support and solutions team faced a 33% increase in the number of support tickets generated — and it addressed those tickets without adding staff. The team, composed entirely of solutions architects, also lowered its median response time from 30 minutes to just 18 minutes. Upon completion of those tickets, 717 customers took the opportunity to give Adaptiva a perfect rating, with nearly 350 submitting additional comments about the stellar service they received.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):

When the global pandemic forced enterprises to operate in work-from-home environments, the scope of customer issues changed. Employees all over the world were attempting to access their corporate networks over VPNs simultaneously, using copious amounts of bandwidth, slowing performance, and delaying necessary content distribution, such as security patches and software updates. Many customers turned to Adaptiva’s customer support and solutions team for help.

Based on conversations with customers, the support team recognized that enterprises needed additional options for content distribution. They worked with leadership, engineering, sales and marketing to bring new solutions like OneSite Intune Edition and OneSite Cloud to market in order to relieve the burden placed on VPNs, enabling employees to receive content from anywhere without compromising network performance. Team members worked tirelessly to educate and train customers on how the new products worked and could be used to solve the customers’ specific needs while adding additional pages to the library of self-service support materials. They also helped enterprises maximize automation features to ensure that endpoints remain protected without pulling IT leaders away from the many new, pressing problems that accompany an unexpectedly virtual workforce.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):

Here is a sample of comments submitted to Adaptiva as part of customer follow-up:

“I've said this before, but I'll say it again: Adaptiva should start a new training division and use it to teach other companies how to have such good support. If all companies had support as good as Adaptiva, my life would be SO much easier.”

“Support took the time to go over the issue in detail and answered all the questions we had. They also showed us some other features that we did not know we had. Thanks!”

- “Adaptiva help desk service is for me a 10/10 satisfactory. Very prompt response and very knowledgeable. Best out of all other help desk services by far for our company. Thank you!”

-“Support from all of the team at Adaptiva is always great. I’ve dealt with Andy a lot over the past few weeks. He is always responsive and provides good, detailed, concise information. Thanks!”

- “Tom is one of the best support guys I have ever worked with. He is extremely knowledgeable and is an excellent technical resource. He was prompt, engaged and displayed excellent customer service skills. -He has provided us with great support and a resolution.”

- “James was very helpful, explaining how Adaptiva was working in our system and what settings to change to enable the system to work more efficiently.”