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J.D. Power certifies Intermedia for excellence in Assisted Technical Support

J.D. Power Certifies Intermedia for excellence in Assisted Technical Support, a first among cloud application providers

I’m so excited to announce that Intermedia has achieved certification under the J.D. Power Certified Assisted Technical Support ProgramSM. This distinction recognizes Intermedia for delivering “an exceptional level of support” to our customers and partners.

Check out today’s press releases from Intermedia and J.D. Power and Associates (J.D. Power).

What is the J.D. Power Certified Assisted Technical Support Program?

Jointly developed by J.D. Power and the Technology Services Industry Association (TSIA), this program evaluates overall customer and partner satisfaction and helps business buyers and resellers identify those companies that have demonstrated support excellence.

Here’s how Tom Pridham, senior vice president and general manager, Major Accounts Program for TSIA, describes it:

“This rigorous certification process inspects the capabilities of an organizations ‘Assisted Technical Support’ on behalf of their customers, ensuring that Intermedia is delivering an outstanding ‘Assisted’ customer support experience. By achieving this certification, Intermedia has proven their dedication to excellence in ‘Assisted’ customer and partner technical support and we’re proud to honor them for this outstanding achievement.”

Why this achievement is such a big deal 

Intermedia is currently the only cloud industry leader to receive this prestigious certification. And that is cause for celebration.

When I talked with Mark Miller, contact center practice leader at J.D. Power, he offered these words:

“Congratulations to Intermedia on meeting the high standards of our Certified Assisted Technical Support Program and demonstrating their commitment to delivering an outstanding customer and partner support experience. Intermedia has been able to translate a desire to provide an outstanding customer support experience, into actions that will serve them well in this highly competitive environment.”

To achieve this accomplishment, an organization must attain customer and partner satisfaction scores among the top 20% of companies that offer technology support, based on J.D. Power’s extensive technology industry benchmark for customer and partner satisfaction research. The organization must also pass a detailed audit of its support policies and procedures. Companies that pass the rigorous standards of the J.D. Power Certified Assisted Technical Support Program certification process demonstrate a highly customer-focused culture that is committed to delivering high quality of service and support to its customers.

J.D. Power evaluated Intermedia on our 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 our facilities. For additional J.D. Power ratings data, visit www.jdpower.com/ratings.

For his thoughts on what this certification means for Intermedia, our partners, and our customers, I asked our CEO, Mike Gold, for some final words:

“As an organization, Intermedia takes great pride in our personalized approach to the cloud. We go far beyond offering 24/7 support. We bring a human element to assisted support, including our Cloud Concierge™ free migration and onboarding assistance, dedicated account representatives, and typical hold times of less than 60 seconds. Our 99.999% uptime service level agreement equates to less than 26 seconds of unplanned monthly downtime, one hundred times greater than other leading providers. Having a highly respected and trusted authority such as J.D. Power recognize Intermedia’s customer and partner satisfaction and exceptional support only further validates everything that we do.”

You can learn more about Intermedia’s award-winning support by visiting our website or by giving us a call at 800-379-7729.

About Intermedia’s Worry-Free Experience

Businesses and solution providers come to Intermedia because of the importance they place around reliability, compliance and support. By getting their essential cloud business applications all from one provider, customers and partners benefit from having one control panel and a single source of support.

Office in the Cloud™ business applications come backed by Intermedia’Worry-Free Experience™, which includes enterprise-grade security in a SOC 2-audited cloud, a highly reliable 99.999 percent uptime service level agreement, and award-winning 24/7 support. Management for all Intermedia users, devices and services is integrated into its HostPilot® control panel, which creates significant efficiencies and economies of scale for customers and partners. To learn more about why over one million users and 6,000 active partners rely on Intermedia’s support, click here.

About Intermedia

Intermedia is a one-stop shop for cloud business applications. Its Office in the Cloud™ suite integrates the essential IT applications that companies need, including email, voice, file backup and sharing, conferencing, instant messaging, identity and access management, mobility, security and archiving – all delivered by a single provider – and integrated into one control panel. All Intermedia services offer enterprise-grade security, a 99.999 percent uptime service level agreement and award-winning 24/7 support, as certified by TSIA and J.D. Power.

Intermedia’s over 700 employees serve over 1,000,000 users across more than 75,000 businesses and 6,000 active partners, including VARs, MSPs, key distributors, and telecoms. Its award-winning Partner Program lets partners sell under their own brand with control over billing, pricing and other elements of their customer relationships. Intermedia is the world’s largest independent provider of Exchange email in the cloud and one of the leading cloud voice providers. For more information, visit Intermedia.net.

About Melanie Lombardi

Melanie Lombardi is Intermedia's Senior Communications Manager.