NEW YORK, June 24, 2020 – MetTel, a digital transformation and communications leader, was named the winner of Customer Service Team of the Year in the 18th Annual American Business Awards® today.
MetTel’s CX (Customer Experience) team led the client-focused efforts that earned this customer service award. MetTel is known for its industry-leading team, tools and procedures to understand and anticipate customer needs by methodically capturing and analyzing customer insights and ensuring continuous improvement in how clients are serviced.
“A superior customer experience is paramount to everything we do,” said Marshall Aronow, CEO of MetTel. “We are committed to continually investing in improving the customer experience and in the development of our customer service team. This investment is paying off, as MetTel increasingly becomes the ‘go-to’ source for digital transformation through our IT communications solutions and role as a trusted advisor.”
In 2019, MetTel’s customer service department created a new team dedicated to the customer experience (CX). The MetTel Customer Experience Team was created to reinforce MetTel’s focus on making quality and customer satisfaction the team’s number one priority.
“At MetTel, we are always exploring new ways to delight the customer,” said Bryan Phelps, Executive Director, Customer Assurance at MetTel. “We are continually improving our processes, training our people and developing new solutions to solve our customers most demanding IT communications challenges. This American Business Award® for Customer Service Team of the Year demonstrates that commitment to the customer reaps dividends for our customers and attracts the attention of the industry and our peers.”
Among the highlights of MetTel’s Customer Service Team of the Year Award were:
COVID-19 Customer Support
When it became clear that the COVID-19 pandemic was going to fundamentally shift how organizations work, the customer experience team immediately reached out to customers to offer solutions for communications, and fast-tracked emergency home-office setups for dozens of clients, including TrueUC (unified communications) for clients in federal and private enterprise.
Innovation Summit—Face to Face with Top Clients
Another key method used to elevate the customer experience is through MetTel’s award-winning Innovation Summit, most recently held in February 2020. The MetTel team invited more than 50 top enterprise clients across 16 industry verticals and 14 digital transformation ecosystem partners to discuss best practices. Discussions ranged from the IT communications industry landscape from 5G to AI, hyper-automation, cloud, security, disaster recovery and more.
Increased Net Promoter Score® (NPS®)
As part of MetTel’s continuous customer excellence program, MetTel’s Customer Experience Team implemented cross-platform survey tools across all touchpoints of the customer journey. As a result, within the first 90 days, MetTel’s Net Promotor Score (NPS) increased by double digits. A Net Promotor Score is often referenced to gauge existing customers overall satisfaction and willingness to recommend a company’s services.
Personalized Client Training
MetTel’s Customer Experience Team provides personalized training sessions to its most active customers on how to use the MetTel Portal, an intelligent, cloud-based platform that enables customers to view and place orders for all their telecom, data and wireless services from one platform, putting the tools in the hands of the customer to quickly and efficiently place service orders.
Employee Development Training
MetTel continually invests in professional development of all team members, believing that all employees represent the customer and are responsible for a positive client experience. In addition to access to online learning opportunities for all team members, MetTel provides up to 5 paid training hours per week within normal workdays. The company also began offering weekly elective “telecom masterclass” lectures to broaden the employees’ industry expertise.
More than 230 professionals worldwide participated in the judging process to select this year’s American Business Awards® winners. MetTel’s distinction of superior client excellence was clear to the ABA judges, who provided the following comments as part of their assessment of MetTel’s Customer Excellence Team:
“Great to learn about MetTel’s dedication to CX and applying a fresh approach to drive customer engagement.”
“Agility at a very sensitive moment brings value to any organization—especially at the moment with the pandemic we are currently living in. Making possible the transition to home office and bringing business continuity to customers makes this case special. Congratulations to MetTel’s Customer Experience Team.”
“Great initiatives, with clear strategy and impact on performance. Demonstrates proactive rather than reactive approach.”
MetTel is a leader in communications and digital transformation (DX) solutions for enterprise and government customers. By converging all communications over a proprietary network, MetTel gives enterprises a single, unified view and control point for all their communications and advanced network services. MetTel’s comprehensive portfolio of customer solutions can boost enterprise productivity, reduce costs, and simplify operations. Combining customized and managed communication solutions with a powerful platform of cloud-based software, the company’s MetTel Portal® enables customers to manage their inventory, usage, spend and repairs from one simple, user-friendly interface. For more information, visit www.mettel.net, follow us on Twitter (@OneMetTel) and LinkedIn, or call us directly at 877.963.8663. MetTel.