Transformation of customer support programs and delivery
significantly improved response and resolution times
BOSTON – November 5, 2018 – SumTotal Systems, a Skillsoft company, today announced that it won the Transformation of Support Services category in the Technology Services Industry Association (TSIA) STAR Awards. This award recognizes the company that has transformed their support services organization to keep pace with industry digital transformation. TSIA, the leading association for today’s technology and services organizations, announced the winners of its 2018 STAR Awards on October 17 at the Technology & Services World conference in Las Vegas.
Since its inception in 1990, the STAR Awards have become one of the highest honors in the technology services industry, recognizing commitment to outstanding innovation, leadership and excellence. Companies seeking the STAR Award undergo a rigorous evaluation process, with the winners selected by TSIA’s service practice advisory board members.
Understanding the importance of technology-led, frictionless customer support, SumTotal transformed its support operations across tools, processes and customer interaction with an overarching focus on improving response and resolution times. At the outset, SumTotal leveraged TSIA industry benchmarks to develop success metrics to guide the optimization of its support model. As a first step, SumTotal focused on minimizing customer effort required to attain appropriately aligned support resources while also leveraging tools, technologies and analytics to improve customer support communications.
SumTotal developed a self-service Knowledge Management portal and the mySupport mobile app, the first customer support app developed for the corporate learning industry. Both self-service platforms enable customers to directly resolve or triage a wide variety of issues on-demand. The mySupport mobile app also provides customers with a transparent view into metrics such as site status and availability, case activity and more, delivering a single, end-to-end destination for all support and service needs.
As a result of these efforts, SumTotal has successfully regained its customer support leadership position in the Human Capital Management industry. Highlights include:
- 92 percent achievement of initial response time Service Level Agreements
- 31 percent faster resolution times (YoY)
- 107 percent increase in net promoter score (YoY)
“SumTotal did an outstanding job executing a business-critical transformation across its global customer support program with significantly improved results that impressed TSIA STAR Award judges,” said Steve Frost, vice president of Expand Selling Research, TSIA. “Congratulations to SumTotal for coming so far, so fast and winning the STAR Award for Transformation of Support Services.”
SumTotal serves hundreds of the world’s largest companies in highly regulated industries such as pharmaceuticals, financial services and aviation. As SumTotal helps customers run mission critical operations, the need for rapid customer support response and resolution is paramount. For example, in the aviation industry, SumTotal powers flight attendant FAA training for three of the world’s five largest airlines where planes are grounded if compliance is not met, underscoring the need for seamless SumTotal customer support.
“The global support team at SumTotal is holding ourselves accountable, ensuring that we deliver on our commitment to provide superior support and partner with customers to achieve their organizational goals,” said Edward Zaval, SVP, Global Support, SumTotal. “Receiving this recognition from TSIA’s technology industry leaders and influencers is truly an honor and validates SumTotal’s efforts to set the pace in customer support.”
SumTotal’s customer support transformation will continue with additional self-service platform enhancements as well as plans to embed support capabilities directly into the SumTotal platform.
About SumTotal Systems
SumTotal Systems provides a unified, comprehensive and flexible HCM solution spanning the entire employee lifecycle. The award-winning solution for attracting, retaining, developing and engaging today’s multi-generational workforce is grouped into four HR Suites – Talent Acquisition, Learning Management, Talent Management and Workforce Management – all on a common platform.
SumTotal is forged on decades of experience providing HCM solutions to companies of all sizes, in all industries including, airlines, financial services, healthcare, manufacturing and pharmaceuticals. The company’s beautiful technology provides a gateway to all content libraries, including seamlessly integrated access to the largest corporate learning library from Skillsoft. SumTotal also supports content aggregation leveraging the latest standards, including xAPI and CMI5. Learn more at de.sumtotalsystems.com.