Intermedia, a leading cloud communications and collaboration provider to SMBs and the partners that serve them, announced they have achieved certification from the†J.D. Power Certified Assisted Technical Support Program†for the third year running. The company was recognized for demonstrating a highly customer-focused culture that is committed to delivering the highest quality of service and support.
Intermedia was the first cloud provider to receive this certification in 2016, and has received this prestigious certification three years in a row. To achieve this accomplishment, an organization must attain customer and partner satisfaction scores that rank among the top companies nationally that offer technology support. The certification process, jointly developed by J.D. Power and the Technology Services Industry Association (TSIA), is based on J.D. Power’s extensive technology industry benchmark customer satisfaction research, as well as a detailed audit of Intermedia’s support policies and procedures for its more than 120,000 business customers and 6,600 active partners.
“Being recognized once again by J.D. Power, the benchmark in customer satisfaction, is not only an honor, it’s a testament to our team’s continued, tireless dedication to making sure all customers and partners receive superior support throughout the entire customer lifecycle – before, during, and after the sale,” said Michael Gold, CEO of Intermedia. “While providing quality products that meet the needs of customers and partners alike – such as our all-in-one communications and collaboration platform, Intermedia Unite- is obviously a critical part of doing business, we have always believed that our great products are made even better by the outstanding service and support we deliver. I could not be more proud of our team here at Intermedia for continuing to deliver on our promise of delivering a Worry-Free Experience.”
By obtaining this third-party, independent validation, Intermedia has demonstrated that it indeed continues to deliver on its†Worry-Free Experience, which is built on five key pillars: security, reliability, onboarding, support, and regulatory compliance. This experience is designed to ensure that customers can focus on their businesses, not their IT.
“Intermedia has once again been recognized for providing an outstanding customer experience, which highlights their continued dedication to putting their customers first,” according to J.D. Power. “This certification is very challenging to attain and Intermedia should be proud of our recognition that can only be earned from the verified level of service they provide to their customers.”
J.D. Power evaluated Intermedia on its assisted support (including phone, email, chat and online). For the certification, J.D. Power conducted a survey of Intermedia’s global customer and partner base to establish an overall satisfaction index score and also conducted on-site audits at Intermedia’s facilities.
