Each year, our sister publication Computer Dealer News hosts the Channel Elite Awards to recognize IT Solution Provider for their innovation, leadership, and commitment for creating value for their customers. As Canada’s leading IT channel publication, CDN invited solution providers to submit their best work to nine different categories for 2013’s awards. Here, we present the case studies these award nominees put forward to us. Find out who the big winners are on Sept. 11 when CDN presents them at the CEA Awards Gala.
Learn more about CDN’s Channel Elite Awards 2013
Nominee: Navantis from Toronto, Ontario
Describe the solution or service your provide.
It’s three o’clock in the morning. A college student has a paper due at nine am the next day. In a remote farming community, a grade ten student is studying for an exam and struggling to download a required video assignment. Long after putting her own children to bed, a public school teacher is completing her lesson plan.
All of these scenarios are real. All of these people need to trust that our client will be available when they need expert, reliable and sympathetic help – at any time of the day or night – to help them meet their professional and classroom commitments.
With hundreds of thousands of clients, our customer supports teachers, students, parents and their families. Ranging from kindergarten through the college level, people may access the site from a PC, MAC or iPad at school or at home. Providing high quality technical support with a team of specialists available round the clock who can tackle and solve every kind of issue facing every type of user was needed and that is where the Navantis Help Desk team operating “The Navantis Advantage” customer service program came in.
Our client, the educational arm of a news network, is dedicated to making historic stories, images and primary source documents available on-demand to teachers, students, and parents by providing access to more than 12,000 stories from the network’s news archives — one of the largest news archives in the world, dating back to the 1920s. Their original videos and archival news stories are correlated to state standards and the Common Core, and aligned to more than 25 K-12 and 40 Higher Ed collections.
Videos are generally short — less than six minutes in length — enabling instructors to engage and enlighten their students without wasting precious class time. Yet these brief videos are full stories, with a beginning, middle and end, reported by some of the most famous journalists in broadcast history.
The Navantis Help Desk experts act as an extension of our customer so that clients never realize they are dealing with an outsourced team. Available 7/24, specialists are ready to help any time of the day or night. Navantis does all of the case tracking, reporting and trending, providing deep business insight back to our customer for continuous improvement. What many people don’t realize about Navantis is that we offer one of the most comprehensive support options in the industry. With over 50 specialists situated around the globe, our offerings are marketed as “The Navantis Advantage” and provide high-touch support options to hundreds of business from small/medium through to enterprise.
A single call is all you need.
The Navantis Advantage addresses both pro-active and re-active technology concerns. Whether you need support for: • incident/change management; problem management; implementing service level agreements; root cause analysis; rolling out new applications; expert guidance; health-checks to assist your in-house staff plan for change; and access to the best professionals for trouble-shooting problems , the Navantis Advantage has a team in place to eliminate the burden and help ensure your critical systems and applications remain up and running.
Flexible support services designed to reduce cost and improve service levels allows you to focus on doing business instead of worrying about technology. Designed for all-sized customers, the Navantis Advantage offers three levels of service:
• Advantage Foundation
• Advantage Standard
• Advantage Enterprise Structured around ITIL foundational principles
The Navantis Advantage has been quietly helping organizations stay on top of their technology support requirements with programs designed to meet client’s business needs and winning awards in the process. Recognized with the top honours Gold Medal win at the International Business Awards in Las Vegas in January 2013, the Navantis Advantage has been gaining momentum as it continuously improves service offerings to help businesses thrive.
What made your service of the highest quality? Provide measurable evidence of how you benefitted the customer’s business.
“Nobody else in our industry is able to provide the level of content and support that we can, making us the most competitive and compelling solution in the market today. Navantis has completed our service offering by providing a seamless experience for our community, becoming a trusted member of our team. They treat our clients with patience and respect, ensuring that no problem goes unsolved.”according to the director of sales of our client.
We worked with our client to establish protocols, SLA’s and reporting structures enabling our customer to go to market with the most comprehensive digital archive offering for education. By seamlessly integrating into our customer’s team, clients believe they are always interacting with a member of our customer.
Navantis also proactively worked to deliver business intelligence insight and a structured follow-up program which is designed to increase usage and further deepen the relationship with our customer and the client, fostering new revenues for our customer based on satisfied reference clients. Our customer has grown market share by 25$ since implementing the Navantis Advantage as part of its offering
Describe how services were delivered in a timely fashion, or how the response to a crisis was above and beyond the usual.
Because a lot of curriculum planning and homework assignments are completed after hours, our client is able to fully meet the needs of its clients by having:
• A qualified group of experts who can solve virtually any problem;
• Availability around the clock;
• Reduced support costs;
• A pro-active reach-out program is increasing participation and client value;
• A higher level of service available to clients than any of their competitors
By using the Navantis services, our customer can compete more aggressively against other digital content providers who are unable to provide the high levels of around the clock service that our customer candeliver.
On their website in their digital brochure they advertise this advantage with:
• 24/7 Customer Service
• Customized Implementations
• Monthly User Reports
• Implementation Toolkits All delivered behind the scenes by the team at Navantis
How does your service surpass competitors in meeting the needs of customers?
One of the unique advanced offerings that Navantis provides is usage tracking, helping identify the schools that have reduced participation. For these educational facilities, Navantis has a reach out program that encourages online training through webinars. This effort has resulted in better understanding, awareness and increased usage of our customer’s offerings by clients so that 21st century education continues to help teachers and students improve skills and knowledge.
How does the solution further your customer’s green or environmentally friendly plans?
This is an entirely online implementation and help desk solution that uses a follow-the-sun approach with teams located in APAC and North America.