An excerpt from the Digitcom press release regarding its new distinction as an Avaya Partner in Customer Excellence: Digitcom Canada Inc., a leading Canadian business phone systems and data networks distributor, was recently recognized as an Avaya “Partner in Customer Excellence,” a newly created designation that identifies and rewards channel partners who achieve significantly higher scores in their customer satisfaction surveys.
As a recent winner of Avaya’s prestigious SME Canadian Business Partner of the Year award—for which eligible companies must achieve sterling 90 percent customer satisfaction rating, demonstrate industry leadership and outperform key strategic goals—and one of a few select Avaya “SME Expert” dealers in North America—a certification that honours both a company’s high level of customer satisfaction and unrivalled technical expertise—this new distinction as an Avaya “Partner of Excellence” once again demonstrates Digitcom’s longstanding commitment to customer satisfaction and its continued excellence in customer service…and it’s an honour that I couldn’t be more proud of.
“Partner in Customer Excellence”
Looking for ways to better recognize and reward its outstanding channel partners, Avaya developed several initiatives designed not only to acknowledge those who exceed the standard but to help all channel partners know where they stand in comparison with others.
As Avaya’s Vice President of Worldwide Channels Jeremy Butt explains, “We [at Avaya] are removing obstacles and improving accessibility, making it easier for the best and the brightest to do business with us. Avaya retains its laser focus on enterprise communications and open standards and we remain committed to educating and authorising partners who share our passion and vision. With commitment of this level on both sides I’m sure that the year ahead will be our best yet.”
Over the past several years Avaya has dedicated significant resources to improving its Connect Channel Partner program. As the Avaya press release explains, the evolution of this program—including the addition of this new Customer Excellence designation– reflects the ever-changing channel dynamics and will enable Avaya partners like Digitcom to better deliver “the broadest possible solution sets to customers.”
With an expansive worldwide network of channel partners, customer satisfaction has become a critical element in how Avaya determines partner level status. This new designation recognizes those who excel in this field, highlighting them in Avaya’s Partner Locator. While this designation means a great deal to Digitcom–and to me personally–it is truly a reflection of our entire corporate focus on customer service, a dedication that pervades our entire organization and one that is only maintained through the hard work and caring of our fantastic staff.
Beyond this new designation, however, Avaya has developed a benchmark tool, allowing channel partners like to assess how they compare to others in this field. For me, being able to see how others approach customer service is an invaluable tool to helping us here at Digitcom in our continuing drive towards better customer service and increased customer satisfaction.
Aside from iniatives that recognize the channel partners themselves, from a customer perspective I think Avaya’s new initiatives will allow potential clients to find the channel partner that will best serve their business communication needs. For more information about Digitcom and its wide range of products please visit www.digitcom.ca.