ATLANTA, May 15, 2014 /PRNewswire/ -- EarthLink Holdings
Corp. (NASDAQ: ELNK), a leading managed network and cloud services
provider, today announced that it earned two accolades as part of
Confirmit's 2014 ACE (Achievement in Customer Excellence) Awards
program, notably as a Winner of the 2014 ACE Award for Best Use of
Feedback Solutions, and an additional 2014 Confirmit ACE Award for
its commitment to an exceptional customer experience.
EarthLink earned these Confirmit ACE Awards based on its
EarthLink TechCare end user helpdesk service, which integrates
Enterprise Feedback Management throughout the value chain. As part
of its systemic and comprehensive analysis of user feedback to
ensure the best service delivery standards, the company relies on
Confirmit to manage EarthLink TechCare satisfaction surveys.
EarthLink's North America-based
TechCare help desk teams support clients across 25 vertical markets
with users in 49 countries.
"Customer service is foundational to our success and value
proposition, so we're truly honored to earn Confirmit ACE Awards
for the third straight year," said Elizabeth Orth, EarthLink Vice President,
Customer and TechCare. "Our EarthLink TechCare teams in
Canada and New York provide exceptional help desk support
and must effectively capture customer input to drive continuous
improvements. Ultimately our clients' IT and business leaders must
find value in this relationship, and the cited improvements are a
result of our investment on making sure this constituency is
satisfied. This recognition from Confirmit provides a credible
third-party endorsement of our commitment to use enterprise
feedback processes to drive positive business results and establish
strong, long-term customer relationships. We look forward to
continued success with Confirmit as our Voice of the Customer
partner."
EarthLink TechCare integrates with the customer's IT operation
and serves as an extension of their IT staff and capabilities.
Because the satisfaction measurement process breaks out, tracks and
inspects cases requiring escalation, the data reveal opportunities
to identify process gaps, minimize escalations and improve
resolution time, resulting in increased user satisfaction.
EarthLink was selected for an ACE Award for Best Use of Feedback
Solutions because the data clearly illustrated that the internal IT
or business leader's satisfaction with the partnership showed
dramatic improvement year over year:
- Their satisfaction with EarthLink overall (+ 9.1%)
- Likelihood to recommend (+11.6%)
- Users reported their overall satisfaction with EarthLink at
97.1%, also an improvement from 2012.
The Confirmit ACE Award for Best Use of Feedback Solutions
recognizes organizations for exceptional use of Confirmit solutions
to improve the customer experience. Confirmit awards this
distinction based on outstanding use of customer feedback processes
to capture, analyze and act on the Voice of the Customer.
"We're proud to recognize EarthLink for its outstanding use of
Confirmit technology in 2013 to achieve tangible business results,"
said Henning Hansen, President and
CEO of Confirmit. "Competition was fierce, as more companies
implement Voice of the Customer programs to improve the customer
experience and drive customer loyalty."
About EarthLink
Founded in 1994, EarthLink Holdings
Corp. (NASDAQ: ELNK) is a leading managed network and cloud
services provider, empowering businesses with a fully-managed,
end-to-end communications, IT and virtualization portfolio
including cloud computing, IT security, colocation,
enterprise-class hosted applications and IT support services.
EarthLink operates an over 28,000 fiber route mile network, with 90
metro fiber rings and 8 secure data centers providing ubiquitous
nationwide data and voice IP service coverage. EarthLink's service
and product innovation enables the company to design scalable
solutions specific to each client's IT needs, supported by an
experienced customer care team. The company also offers
award-winning high-speed, wireless and dial-up Internet services to
residential customers across the U.S. For more information, visit
www.earthlinkbusiness.com or follow @EarthLinkBiz.
About the Confirmit ACE Awards
The ACE (Achievement
in Customer Excellence) Awards program was established in 2005 to
recognize outstanding achievement in customer satisfaction.
Receiving a Confirmit ACE Award is a distinct honor that
demonstrates both rigorous application of customer feedback
processes and outstanding performance as measured by those
processes. All Confirmit customers are eligible for Confirmit
ACE Awards for their company, business units, or segments of a
business. To be eligible for a 2014 Confirmit ACE Award, your
organization must have conducted one or more customer satisfaction
surveys between January 1, 2013 and
December 31, 2013.
About Confirmit
Confirmit is the world's leading SaaS
vendor for multichannel Voice of the Customer, Employee Feedback,
and Market Research applications. The company has offices in
Oslo (headquarters), Chengdu, Cologne, Grimstad, London, Moscow, New
York, San Francisco,
Vancouver, and Yaroslavl.
Confirmit's software is also distributed through partner resellers
in Madrid, Milan, Salvador, Sydney, and Tokyo.
Confirmit powers Global 5000 companies and Market Research
agencies worldwide with a wide range of software products for
feedback / data collection, panel management, data processing,
analysis, and reporting. Customers include Aurora, British Airways,
Cross-Tab, Dow Chemical, Farmers Insurance, GfK, GlaxoSmithKline,
GMO Research, JTN Research, Keep Factor, Morehead Associates,
Nielsen, Research Now, Swapit, Swisscom, Symantec and The Wellcome
Trust. Visit www.confirmit.com for more information.
SOURCE EarthLink Holdings Corp.