At Envysion, we model nearly everything we do by a set of core values, and we are in the midst of a project internally that is guided by several of those core values including being innovative, empowering employees, taking ownership for our success and being results-driven. This project is designing an innovative approach to understanding all of the attributes related to our core services, including all aspects of the delivery, on-going support and billing functions.
To help us become results-driven, over the past few years, we have become a metric-driven organization as well. But even while continually improving our support-related metrics, it has left us with a narrow and one-sided view of what we believe is an improving customer experience. Recently we have begun a project to consolidate a variety of metrics from disparate systems and functional processes into an innovative “dashboard” within our CRM application. The resulting view will empower every employee with a holistic overview of the company that is easily accessible, spans multiple areas of responsibility and develops useful trending of previously unassociated information.
Over my career I have learned that the hardest problems to fix are the ones you don’t know about, as there are always occasional issues you can’t detect with proactive monitoring or that go unreported by your customers. We believe this consolidated dashboard will allow us detect these latent issues more easily and consistently; for example, uncovering a thread of customer dissatisfaction based on service attributes that were never before side-by-side on a screen or by trending these data over time.
Another aspect of these efforts in early 2014 is to provide our customer with an easy feedback mechanism to tell us how we are performing against their expectations. Having the ability to receive more direct feedback is critical to understanding necessary process improvements, the desired frequency and form of communication, employee training needs or confirming things that work well and need to be expanded throughout the entire customer experience.
Michael Coar, Vice President of Platform Deliver
Michael is responsible for designing and implementing innovations in building an industry leading platform. In this role, he oversees platform delivery functions and CPE fulfillment, including customer support and the development of advanced processes and systems to help the company evolve its MVaaS platform. Prior to joining Envysion, Coar was vice president of client services at New Global Telecom, where he was responsible for service delivery, service assurance, billing, and vendor management functions and managed growth from 2,500 seats under management to over 250,000 during his time with the company. Before New Global Telecom, Coar worked at Level 3 Communications as director of product management for Enterprise Voice Services focused on enhancing the quote to cash process while growing the customer base from approximately 2,000 seats in March 2004 to over 12,000 seats by December 2004.