Posted Thursday, February 12, 2015 by Aaron Caldwell

Success in Customer Support

At Northwoods, we pride ourselves on our support and service to customers because they deserve it. We think our customers are great; not just because they are our customers, but because caseworkers, social workers, and everyone in human services works tirelessly every day to serve their clients and those in need.

The Northwoods Support Center and Upgrade Team serve our customers with the same vigor and dedication our customers have for their clients. We are always striving to provide the best customer support of our human service software by providing assistance with technical problems, helping answer questions, and upgrading software to provide new enhancements and prevent problems before they even occur. We are proud of our work and we know our success leads to our customers’ success.

Now that 2014 is over and we had some time to crunch a few numbers, I wanted to share some of those successes. Last year the Northwoods Support Center and Upgrade Team:

  • Improved our average time to respond to a support request by 167%
  • Improved our average time to resolve a support request by 67%
  • Improved our first contact resolution for support requests by 14%
  • Received a 97% customer satisfaction result on customer support surveys
  • Performed 267 software upgrades on customer-hosted systems

We had some great success in 2014 and we hope our customers noticed! This doesn’t mean we are going to rest on our laurels though. After all, that 97% customer satisfaction shows we don’t always get it right, and that rate isn’t going to get to 100% on its own. We are excited and motivated to build on our successes in 2015!

Learn more about the Northwoods Support Center and Upgrade Team.

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Aaron Caldwell is the Director of Customer Relations and is responsible for ensuring positive customer relationships with all Northwoods customers.