Cority

Improved CSAT

Chris Slaugh

Renee Batine

Sr. Dir. Global Customer Support

Our customer satisfaction rates have been 99% ever since we put AptEdge in use.quotation mark

99%

Achieved CSAT

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ABOUT

Everbridge is at the forefront of Critical Event Management, offering a comprehensive platform designed to help organizations effectively manage the entire lifecycle of critical events. These events range from natural disasters to cyber attacks, ensuring that businesses can respond quickly and efficiently to minimize impact. The company's services are crucial for operational resilience, safety, and security, serving a wide range of industries globally. Everbridge's platform integrates state-of-the-art technology to provide real-time monitoring, communication, and response coordination. This enables organizations to not only anticipate and prepare for critical events but also to manage and recover from them more effectively.

Challenge

Everbridge faced a challenge in maintaining high levels of customer support amidst growing demand for their critical event management solutions. The primary hurdle was ensuring that their support technicians had swift and easy access to the right information to address customer issues effectively. This was crucial for reducing the time it took to resolve tickets and minimizing the need for escalations. The challenge was compounded by the complexity of the inquiries and the critical nature of the services Everbridge provides, which meant that delays in resolution could have significant repercussions for their clients.

Solution

To overcome these challenges, Everbridge collaborated with AptEdge, leveraging their expertise to enhance the efficiency and effectiveness of their customer support operations. AptEdge's solution was seamlessly integrated into Everbridge's existing ticketing system, equipping support technicians with instant access to a vast repository of information and insights. This integration was designed to be intuitive, ensuring that technicians could find the information they needed without leaving their workflow. The solution provided by AptEdge was not just about information access but also about streamlining the support process, enabling technicians to resolve issues faster and with greater accuracy.

Results

The partnership between Everbridge and AptEdge yielded remarkable results, significantly impacting customer satisfaction and operational efficiency. By implementing AptEdge's solution, Everbridge was able to achieve a 99% customer satisfaction rating, a testament to the effectiveness of the solution in enhancing support services. The integration led to a tangible reduction in ticket resolution times and a decrease in escalations, as support technicians were able to access necessary information more swiftly and resolve issues more effectively. These improvements not only benefited Everbridge's clients by ensuring quicker resolutions to their critical issues but also enhanced the overall efficiency of Everbridge's support operations.

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