A couple months ago, I found myself around the family kitchen table attempting to explain to my wife why I was considering leaving my current role at Avaya for another. Between requests and “stories” from our three young children, I explained that I was considering joining the leadership team of our support organization as a strategy leader.
As I cut some food for my daughter and passed the ketchup to the boys (is there such a thing as too much ketchup?), I told my wife about how Avaya Support has gone through a huge evolution in the last couple of years, earned a lot of recognition, and are now looking to take their delivery to another level.
Although I would very much enjoy having you, oh beloved reader, at our family dinner table, alas, the logistics just do not allow for such wonderful things. While I cannot share some of my wife’s amazing cooking, I will share with you the reasons why I think Avaya Support will continue to be not only an industry-leader, but an innovator in delivering value to our clients.
Downtime is the enemy
We know that system outages are the worst thing that can happen to our clients, and as such, we have dedicated teams trained on restoring down systems as fast as possible. If that isn’t great enough, I’m really excited that they have begun to reach out to our clients when we know they are at risk.
For example, we know that having a recent backup allows restore times in 2.5 hours instead of 1.5 days. Given the industry average of $110,000 of cost to the customer for every hour of outage, this makes a huge difference to our clients. If a client doesn’t have a recent backup, we reach out and help them implement a backup strategy. These engineers are inspiring on how customer focused they are.
Death to Rework
Our support team hates rework and that’s why every time one of our wicked-smart engineers finds a new problem, she will document it and publish the solution to http://support.avaya.com instantly. As if that isn’t enough, we use our own Avaya technology, Avaya Automated Chat, to help our customers easily find what they are looking for.
In fact, our implementation of this technology, dubbed “Ava”, has become the face of Avaya. How cool is that? Even when Ava fails to find you a solution, she succeeds by putting you in touch with an Avaya engineer and passing that engineer your full history, so that you don’t have to start all over.
Not Just a Phone Company
As a Gen-X’er myself, I despise talking to customer support on the phone; and Avaya gets that. Not only do we work with customers over the phone, email, or online chat, but last year, they deployed a first-in-the-industry video chat option using our own products.
If you haven’t tried this yet, stop what you’re doing; and just check it out. Wicked cool stuff. Of course the hot topic is support via social media–something I’ve written on–and now you have an opportunity to see what @Avaya_Support can start doing.
Perhaps my most passionate topic over the years has been around diagnostics for Avaya products.
Avaya Support continues to raise the bar in the space of diagnostics. I get irritated when I see valuable time of our human experts being used to validate basic settings, gather log files, etc.
We’ve got really exciting technology that leverages our lessons learned from years of troubleshooting hundreds of thousands of customer systems and we embed that into tools that can solve product issues without an engineer; which means our customer gets an issue resolved in a matter of minutes.
I’m excited that we’re not resting on those laurels, but continuing to invest in improvements and all-new tools to keep satisfying our customers.
As a result, in 2014, 92% of our clients indicated that their overall support experience was excellent, very good, or good. Read that last sentence again. 92%! Isn’t that amazing!
When we look at Avaya’s Net Promoter Score, as an entire company, we were at 65 the last quarter (average of 50 over the last 4 quarters), putting us in best-in-class with Amazon and other companies and beating out companies like Cisco, Microsoft, and Shoretel. Read more here.
Please don’t just take my word for the impact of the items above. In October 2014, I was proud to join other Avaya Client Services leaders in Las Vegas at the TSW 2014 Conference, hosted by TSIA. Avaya walked away with three awards for our efforts in Avaya Client Services, putting Avaya in TSIA’s STAR Awards Hall Of Fame.
As you may surmise from the above, I was convinced this was the right move for me and I’ve made the shift. As part of this new role, I plan on continuing to bring you stories from Avaya Support as a means to help our customers and partners derive as much value as possible out of their Avaya Support agreements.
*Based on internal metrics in 2014