Mountain View, CA, February 14, 2019 – Intermedia, a leading cloud communications and collaboration provider to SMBs and the partners that serve them, today 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 ExperienceTM.”
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. For additional J.D. Power ratings data, please visit www.jdpower.com/ratings.
Intermedia is a Unified Communications as a Service (UCaaS) and business cloud email provider hyper-focused on delivering easy-to-use and secure communication and collaboration solutions to SMBs and the partners that serve them. More than 120,000 business customers and 6,600 active partners rely on Intermedia for greater reliability and productivity. Intermedia’s broad yet tightly integrated suite of cloud applications is managed through one intuitive point of control, and Intermedia services are backed by a 99.999% uptime service level agreement (SLA). Solutions include Intermedia Unite - the all-in-one cloud communications and collaboration platform that combines a full-featured phone system with web and video conferencing, team chat, file sharing and backup, and much more, with the desktop and mobile apps that allow for anytime access from virtually any device - as well as business email, identity and access management, security, and archiving.
Intermedia’s 360° approach to partner success makes it easy for channel partners to sell, set up, manage, and support the cloud while achieving strong margins and creating attractive new revenue streams through both branded and private label programs.
Intermedia is the only business cloud application provider to have been certified by J.D. Power for its superior 24/7 technical support three years in a row – 2016, 2017, and 2018. For more information, visit our website, or connect with us on LinkedIn, Twitter, or Facebook.
About J.D. Power
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.
LEWIS for Intermedia
J.D. Power 2018 Certified Assisted Technical Program, developed in conjunction with TSIA. Based on successful completion of an audit and exceeding a customer satisfaction benchmark for assisted support operations. For more information, visit www.jdpower.com or www.tsia.com.