Recently, we received external confirmation that all our hard work in Broadcom Mainframe customer support is paying off. You may have heard of CRMI (Customer Relationship Management Institute) who are the leaders in studying and promoting the highest customer experience. Recently we announced that CRMI has named us a recipient of their 2018 NorthFace Scoreboard Award. This award is based on the results of actual customer satisfaction surveys including Net Promoter Score information. This incredible feat is even more amazing because it’s nothing new to us — our organization has won it for six straight years. And it is thanks to you validating the fruits of our labor are paying off.
For example, you told us you wanted more timely customer support. As such, we’ve focused on timely response and resolution. With respect to initial response, we are meeting our Service Level Objectives over 99% of the time. And, we’re solving your issues faster than ever and have reduced the time to resolution for our mainframe support cases by 15% over the past several years. We were already fast, but we became faster.
So how did we transition into such a successful organization? We started by listening carefully what you wanted from us. We studied what the best practices in customer support are all about. We spoke to industry analysts. And then we applied what we learned over a challenging seven-year journey. In the next series of blogs, I want to share the values we adopted, the steps we took. All focused on serving you better, one case at a time.