Imprivata Customer Support Wins 2017 TSIA STAR Award

Carina Edwards
Nov 13, 2017

The Technology Services Industry Association (TSIA) recently announced the winners of the 2017 STAR Awards at the Technology Services World conference. Now in its 27th year, the STAR Awards have become one of the highest honors in the technology services industry, publically acknowledging companies for their commitment to innovation and excellence.

This year, the Imprivata Customer Support team was proud to receive the “Innovation in the Transformation of Support Services” Award. The award recognizes teams for their dedication to collaboratively achieve customer satisfaction and bring solutions straight to the customer.

Companies seeking the STAR Award undergo a rigorous evaluation process, with the winners selected by TSIA’s service discipline advisory board members. By evaluating data showing improvements in many performance metrics regarding Imprivata customer satisfaction, the TSIA recognizes the steps that our Customer Support team has taken over the last several years to adopt a collaborative Knowledge Centered Support (KCS) methodology compared to a tiered support model.

Here’s a brief overview of the People, Process, and Systems that now make up the foundation of Imprivata Customer Support.

The People

Through the elimination of tiers, Imprivata fosters a community of highly-trained Customer Support Engineers (CSE) with access to knowledge to quickly assess and support customers without “needing to escalate”. This delivers career growth and the Customer Support team has shortened response times and increased employee moral for team members.

The Process

The journey began by mapping the Imprivata Customer Support future state process and realigning workstreams from the beginning to the end result. Working cross-functionally with different teams, the customer has a singular point of contact on open cases from start to finish. This process has increased team cohesion and enhanced the efficient knowledge needed to obtain the end solution.

The Systems

The KCS methodology has been implemented and we now have a new knowledge system for information to be shared among support teams, cross functional teams including Customer Success and Professional Services, and most importantly, customers. The goal is to solve a customer’s problem only once and allow others to utilize that knowledge for similar issues. This system has allowed for a more efficient and automated process to successfully obtain an end solution.

At Imprivata, we believe in creating “customers for life” by retaining customer loyalty and increasing customer satisfaction. Throughout our transformation over the last several years, Imprivata Customer Support has shown consistent improvement in our new support methodology. We are honored to have been chosen for a STAR Award that recognizes our efforts to redefine the customer experience and always put the customer first. 

Congratulations to all of the 2017 STAR Award winners!