XO eXtreme Ace Award - August 2009
Jeff was nominated by the Hosting Engineering and Product Managements Teams for his laser focus on customer satisfaction: Jeff is truly focused on customer satisfaction. On many occasions, he has been able to save customers that were frustrated to the point of leaving due to issues beyond Jeff’s control. This has directly impacted the Hosting Business unit’s bottom line. Customers consistently comment on how great the service/support is that they have received from Jeff making support a solid product differentiator for our Hosted Exchange product line. Jeff has taken the initiative on his own to learn all he can about Exchange and shares this knowledge with other team members. Through his own initiative, he has become our resident expert on Hosted Exchange migrations. He has also suggested a number of feature enhancements to improve the overall customer experience while reducing operational cost – all above and beyond the call of duty. Most recently, Jeff saved a customer that was sold product that was not officially supported. Jeff worked with the customer on a proposed solution until their systems were updated to newer system versions. This saved the customer plus saved the engineering team a significant amount of work.
XO eXtreme Appreciation Award - Jan 2009
Recently one of our long time POP email customers moved over to our new Hosted Exchange product. Shortly after, they reported multiple issues over the period of a few months. They were very close to completely leaving Concentric and going with a competitor. Even though the customer was upset and difficult to work with, Jeff was able to work with them to resolve all of their issues and convince them to stay with Concentric. Jeff did his best to resolve each of the customer's issues. He diligently worked with our administrators in San Jose as well as our Hosted Exchange vendor to track down the source of the problems and a resolution. He also kept the customer up to date with frequent status calls. Not only did the customer have multiple issues with Hosted Exchange, but they were very unhappy and difficult to work with. Jeff persevered through this and assured the customer that we'd solve their problems. Even when the customer was about to pull the plug and move to a competitor, Jeff was able to convince them to stay. Jeff went above and beyond to help this customer resolve their problems. He spent many hours on the phone with the customer troubleshooting their issues and even did some research on the Internet to try and find a resolution for the problems that we don't normally support. T hanks to Jeff's hard work and diligence with their issues, we were able to keep them as a customer
XO eXtreme Achiever Award - Jan 2009
Since the launch of the Concentric Hosted Exchange product in August, Jeff has made an extraordinary effort to not only be as knowledgeable as possible regarding the product, but also to make sure that these important new customers are well taken care of. This effort has resulted in multiple accolades, both internal and external, as well as many satisfied customers. Jeff has been careful to document much of what he has learned of the Hosted Exchange product to help build a library of knowledge for the entire department. He has also taken extra time to train his peers on what he has learned. He has also volunteered to be involved in future training efforts for the department. Jeff has attended multiple internal and external conference calls to address and resolve customer issues. He has also made good use of XO's web conferencing systems to ensure that we're providing the best answers when the facts don't add up during a blind phone call. For new issues that have arisen, Jeff has done independent research on the Web to compare experiences and solutions from other Hosted Exchange providers. Customer comments include: “He is a tremendous asset to your organization and was not only willing, but completely committed to doing whatever it took to get the issue resolved. I could go on and on and write you pages of accolades but let’s just leave it at this. I can’t say enough about him to convey my appreciation for his services.