ShoreGroup, Inc., a premier managed services and management software development firm, today announced that it has achieved a new customer satisfaction benchmark. In survey results for the 3rd quarter, ShoreGroup’s customer base has ranked their managed services satisfaction a 4.9 out of a possible 5.0 rating (98% out of 100%). This achievement marks the second consecutive quarter that customers have ranked their satisfaction with ShoreGroup’s support services a 4.9. Surveys and customer responses are administered by an independent auditor.
“While our customers consistently rank us high, our work over the past several months to take satisfaction to new heights has been acknowledged in these survey results,” said James Firenze, ShoreGroup’s Vice President of Managed Services. “A combination of factors is driving the quality of services our customers are experiencing. Chief among them is our ongoing training initiatives, refinements in our support process, and the enhanced capabilities of our CaseSentry management platform. During this same period, we also maintained 100% achievement of our service level objectives across the entire customer base.”
“With our laser-focused approach to customer service, we’re honored to have our managed service customers rank their satisfaction in the 98th percentile for two consecutive quarters,” said Robert Veghte Kennedy, ShoreGroup’s President and Chief Executive Officer. “ShoreGroup’s customers, including major service providers, financial institutions and government agencies, have the largest and most complex networks in the world. They have hundreds of thousands of users depending on the applications and networks we’re supporting, which makes obtaining this level of satisfaction a unique and exceptional performance achievement. At the core of our success is the highly automated monitoring and support processes within our CaseSentry management platform. During these two quarters, CaseSentry systems deployed in customer data centers analyzed 23.4 billion events before providing only valid, actionable incidents to our Support Center for attention. This unique platform capability brings extraordinary efficiency to our Support Center. It enables us to respond immediately, and engineering resources are applied to the precise source of the emerging or current issue in the customer network. Surpassing customer expectations in the elimination of downtime is a primary objective of ShoreGroup’s managed services.”
About ShoreGroup
ShoreGroup is the globally recognized managed services company helping customers achieve their strategic goals by empowering IT operations. Our service approach enables customers to leverage ShoreGroup's expert knowledge and comprehensive patented management technology to create and ensure the optimal success of their vital unified communications, collaboration, contact center, virtualized data center, and network assets.
Our customers are major enterprises, cloud and hosted solution providers, medium to large businesses, and government agencies that rely on ShoreGroup's service solutions to realize their business objectives for reduced IT operational costs, service assurance, improved availability, and performance, and increased customer satisfaction. ShoreGroup's innovative services are delivered directly or through leading channel partners who recognize that ShoreGroup has the best in class service and management technology in the industry.
Additional information about ShoreGroup’s products and services can be found at http://www.shoregroup.com.
October 21, 2013
FOR: ShoreGroup, Inc. CONTACT: Glenn Yeeles
ShoreGroup, Inc. 460 West 35th Street New York, NY 10001 212-364-6800 x7471
ShoreGroup®, SG Logo®, CaseSentry® and ShorePatrol® are registered trademarks, and FieldWatch™ is a trademark of ShoreGroup, Inc.